SLA Framework Template
Priority Matrix
| Priority | Name | Description | Response Target | Resolution Target |
|---|---|---|---|---|
| P1 | Critical | Complete service outage, business stopped | 15 min | 4 hours |
| P2 | High | Major degradation, significant business impact | 30 min | 8 hours |
| P3 | Medium | Partial degradation, workaround available | 2 hours | 3 business days |
| P4 | Low | Minor issue, no business impact | 4 hours | 5 business days |
SLA Definition Structure
## SLA Name: [Process] — [Priority] — [Metric]
Example: Incident — P1 — Resolution Time
**Type**: Resolution / Response / Update
**Applies to**: [Table/Process]
**Priority condition**: Priority = P1
**Schedule**: 24x7 / Business Hours (08:00–18:00, Mon–Fri)
**Target**: 4 hours
**Warning threshold**: 75% of target (3 hours)
**Breach notification**: Assignment group manager + IT DirectorEscalation Matrix
| Time Elapsed | Action | Notified Party |
|---|---|---|
| 50% of SLA | Warning notification | Assigned agent |
| 75% of SLA | Escalation alert | Assignment group manager |
| 90% of SLA | Senior escalation | IT Service Delivery Manager |
| 100% (breach) | Breach notification | IT Director + automatic priority review |
| 150% | Executive escalation | CIO (P1 only) |
Exclusions Clause Template
## SLA Exclusions
The following situations are excluded from SLA measurement:
1. **Scheduled maintenance windows** — pre-approved changes during agreed windows
2. **Force majeure** — natural disasters, power grid failures outside DC
3. **Awaiting customer** — time spent waiting for information from the requester
4. **Third-party dependency** — time waiting on vendor support (document with ticket reference)
5. **Out-of-scope CI** — assets not under IT management