Service Level Matrix

When a service request or incident is received through the MNIT Enterprise Service Desk or MN Service Hub, it is routed to the appropriate group for response and resolution. MNIT has the following targets in place for fulfilling service requests and for responding to/resolving incidents.

Service Request Fulfillment: The target timeframe to fulfill service requests depends on the request.

Incident Response and Resolution Service Level Objectives

MNIT responds to and resolves incidents according to incident priority, which is set by MNIT Enterprise Service Desk staff. The four priority levels are shown in the table below, along with the Response and Resolution Time Objective for each priority.

Priority	Targeted Response Time	Description	Resolution Time Objective
1: Critical	Within 15 minutes	Interruption that makes a critical functionality inaccessible or a complete interruption that causes a severe impact on services availability. There is no possible alternative or redundancy. Any incident deemed to be critical by being business critical, highly visible, or impacting an extensive/significant number of users.	2 hours / 24/7
2: High	Within15 minutes	Critical functionality or accessibility interrupted, degraded or unusable, having a severe impact on services availability. No acceptable alternative is possible.	8 hours / 24/7
3: Medium	Within 1 business hour	Noncritical function or procedure, unusable or hard to use having an operational impact, but with no direct impact on services availability. A workaround is available.	2 Business Days
4: Low	Within 1 business day	Application or personal procedure unusable, where a workaround is available, or a repair is possible.	5 Business Days

Service Request Fulfillment: The target timeframe to fulfill service requests depends on the request.