# Helpdesk SLA

_Last updated: [date]_

## Coverage hours
[Business hours: Mon–Fri 08:00–18:00, excluding bank holidays.]

## Ticket priorities
- **P1 — Critical**: business-stopping issue affecting multiple users.
- **P2 — High**: significant impact, workaround possible.
- **P3 — Medium**: limited impact, single user or non-essential.
- **P4 — Low**: cosmetic, scheduled work, requests.

## Targets

| Priority | First response | Resolution | Escalation if missed |
|----------|----------------|------------|-----------------------|
| P1       | 30 min         | 4 hours    | Head of IT immediately |
| P2       | 1 hour         | 1 working day | Team lead             |
| P3       | 4 hours        | 3 working days | Team lead at SLA breach |
| P4       | 1 working day  | 10 working days | Reviewed weekly        |

## Out-of-hours
P1 only, via on-call number [number].

## Reporting
Performance against SLA is reported weekly in [channel].

## Review
This SLA is reviewed quarterly against actual performance.