SLA Policy Template

Purpose & Scope

This Service Level Agreement (SLA) defines the performance standards, response times, and escalation procedures for IT support services provided to all departments. This policy applies to all employees, contractors, and third-party vendors using the internal helpdesk system.

SLA Tiers

Priority	Definition	Response Time	Resolution Time
P1 — Critical	System down, revenue impact, multiple users affected	1 hour	4 hours
P2 — High	Major functionality impaired, single user critical	2 hours	8 hours
P3 — Normal	Routine requests, minor issues, password resets	8 hours	24 hours
P4 — Low	Feature requests, documentation, non-urgent queries	24 hours	5 business days

Business Hours & Exclusions

Standard business hours: Monday to Friday, 9:00 AM to 6:00 PM IST. National holidays as per the government calendar are excluded. SLA timers pause during out-of-business hours and resume the next business day.

Escalation Matrix

• Level 1 — Helpdesk Agent: First response, triage, and resolution of common issues. Available during business hours.
• Level 2 — Senior Technician: Escalated when Level 1 cannot resolve within SLA time. Handles complex technical issues.
• Level 3 — IT Manager: Escalated for system-wide outages, vendor coordination, and policy exceptions.

Reporting & Review

SLA compliance reports are generated monthly and reviewed by the IT Head. Breach analysis identifies recurring patterns and drives process improvements. Quarterly reviews with department heads ensure the SLA remains aligned with business needs.