Policy
IT Support Policy Template with SLA
Create an IT support policy with clear SLAs, escalation paths, and response time targets.
Purpose
This policy defines the IT support services available to all employees, how to request support, expected response times, and escalation procedures.
SLA Framework
| Priority | Definition | Response Time | Resolution Time |
|---|---|---|---|
| P1 — Critical | System down, multiple users affected | 15 minutes | 4 hours |
| P2 — High | Major functionality impaired | 1 hour | 8 hours |
| P3 — Normal | Routine request, minor issue | 4 hours | 24 hours |
| P4 — Low | Feature request, non-urgent | 24 hours | 5 business days |
Support Channels
- Email: support@company.com (creates ticket automatically)
- Portal: helpdesk.company.com (submit and track tickets)
- Walk-in: IT desk during business hours (ticket created by agent)
- Emergency: Call IT Head directly for P1 incidents only
Business Hours
Standard support: Monday to Friday, 9:00 AM to 6:00 PM IST. Extended support (P1 only): 24/7. National holidays are excluded from SLA calculations.
Put this into practice with workro desk.