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Service Level Agreement

Service level agreement (SLA) outlines the level of service you anticipate from IT Office, placing out the measurements by which benefit is estimated, as well as solutions. It is a critical component of our technology services delivery.

The purpose of the SLA and incident management method is to reestablish service operations as quickly as doable limiting the adverse impact on business activities, therefore making certain that the most effective doable levels of service quality and accessibility are maintained.


Incident Management incorporate any event that interrupts or may interrupt a service. This comprises events that are reported directly by users, either through IT Services or a ticket created by the support team.


Incident Management Process Objectives:


  • Limit the adverse impact on business operations and to restore standard service operation as quickly as possible

  • Deliver good communication during the Incident Management process

  • Provide users with a reliable high‐quality expertise throughout the Incident Management cycle

  • Improve MEC stakeholder's satisfaction with the overall process

Following tables shows the service level matrix which is raised automatically during any ticket creation and the response with expected resolution time.

Service Level Matrix

SLA Response, Resolution Targets and Service Levels

*VIP users (Directors, Deans, HoD’s and higher up in the admin organization chart) have the privilege of accelerating the priority by one level, and solely apply to support kind incidents or requests that affect them as a person.


**Service Levels are estimated against working hours (7:45am – 8:00pm), except for P1 - which is based on a 24 hrs.

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