Service delivery
Build a service-desk SLA proposal.
I agree impact, urgency, coverage, targets, and escalation before turning them into a service promise.
A practical working tool
Build a service-desk SLA proposal
I use impact and urgency to choose a priority. I agree the final targets, support calendar, and escalation owners before this becomes a service promise.
| Priority | Response minutes | Restore / fulfil hours | Updates | Escalation |
|---|---|---|---|---|
| P1 | 30 active minutes | Incident lead | ||
| P2 | 2 support hours | Service lead | ||
| P3 | Daily during coverage | Queue owner | ||
| P4 | Agreed milestones | Request owner |
Support hours count only within the agreed coverage. This tool creates a matrix; it does not calculate ticket deadlines, pauses, or public holidays.