TARGET RESPONSE TIME. The target response time for all IT requests is 1 hour. i.e. we aim to ensure that every request is categorised and allocated to a member of the IT team within 1 hour, at which point a confirmation email is automatically sent to the user. The process of categorising a request also ensures that an appropriate “due date” is calculated.
Appears in 2 contracts
Sources: It Service Level Agreement, It Service Level Agreement