Service availability: The ITSM tool is operational 24/7/365 and is committed to a 99.5% uptime during each calendar quarter, excluding regularly scheduled maintenance times or Force Majeure events.
Scheduled and Unscheduled Maintenance: Maintenance time is considered scheduled if it is communicated to user community via system notice 5 days in advance. Maintenance windows will be planned to occur between 10:00pm and 2:00am when possible.
Backup and Disaster Recovery: In the event of a disaster, services will be operational in the DRS within six hours
Incident Response: Target is 85%
|Critical Incident – 20 or more users are unable to use a critical system in order to accomplish University tasks||30 minutes||8 hours|
|High||1 hour||8 hours|
|Normal||1 business day||3 business days|
|Low||1 business day||5 business days|
|Planning||1 business day||5 business days|