The following service levels are objectives used as a quality assurance benchmark and to assist with the prioritization of incoming work for IT teams.

Priority Level: How urgent is the work request
• P1 (Emergency) – College-wide outage, severe security incident, or major system down. Immediate work stoppage for large groups or entire campus.
• P2 (High) – Major systems impacted but workarounds exist. Significant degradation affects many users or entire departments.
• P3 (Medium) – Non-critical system issue or minor change request to major system. Individual or small group impact.

Time to First Contact 
• P1 – 2 business hours 
• P2 – 4 business hours
• P3 –12 business hours

Estimated Time to Resolution (varies by IT team)

Technology Services 
• P1 – 4 business hours
• P2 – 16 business hours
• P3 – 40 business hours

Network Operations 
• P1 – 8 business hours
• P2 – 16 business hours
• P3 – 40 business hours

Enterprise Applications
• P1 – 24 hours
• P2 – 40 business hours
• P3 – 20 business days