When you create a ticket with us, we categorize them as either service requests or incidents. Service requests are submitted to request something new or modify the original provisioning of an existing service, hardware device, or software component. Incidents are submitted when something is broken or functioning in a degraded manner in an existing service.
In general, we consider incidents higher priority since they represent an interruption in the service(s) we provide that you need to get your work done. To help us provide better service, we use Service Level Targets (SLTs) for incidents and service requests.
Why Service Level Targets?
We use SLTs to measure our performance as a service provider as well as to provide transparency to our customers. SLTs communicate our expected incident resolution or service request fulfillment times. While not all incidents or service requests are resolved or fulfilled within the reflected target times, we are committed to allocating the appropriate resources to meet the needs of our customers.