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SLAs

Incident Priorities - wider detailed descriptions of the incident priorities of the services delivered by ITS/IDG
AV specific SLAs
P0 - Emergency - Teaching in progress, 30 min response (power or network failure, lectern hardware failure, in-room immediate support needed)
P1 - Critical - Institution wide, business critical failure (Blackboard Collaborate offline, Echo 360 hosted services down, MS Teams offline)
P2 - High - Reputational risk, higher priority (last minute booking of Lecture Capture, Video Conferencing or Webinar session)
P3 - Medium - Standard request, 3 day response (normal BAU service provision, standard Service Requests and logged Incidents)
P4 - Low Priority - No response limit (planned formal projects, new buildings and refurbishment works, service enhancements and long lead activities such as University or commercial led Events Support)

Local Timetabling: Best endeavours/ASAP response

Warwick Conferences: 8 Hours to investigate and not necessarily bring to a resolution