Managed Services – Incident Service Levels

Incident Service Levels

Insight follows ITIL best practices to determine incident priority, based on the combination of impact (the objective measure of business effect) and urgency (the speed at which the business expects resolution). Clients may set urgency as High, Medium, or Low, but cannot assign Priority 1 directly. Priority is always derived from the intersection of impact and urgency, and incident service levels are measured against this calculated priority as shown in the table below.

Impact

Impact is a measure of how an incident affects the business, determined by the number and importance of affected users, services, or processes. Impact is recorded using the criteria below.

Impact Level	Contributing Factors		Definition
Impact Level	Performance	# of Affected Users	Definition
1 - High	Non-operational with no available workaround Multiple Systems Impacted Imminent Security/Financial Risk	Entire Organization Multiple Departments Multiple Sites Multiple Locations	Widespread outage or service degradation affecting multiple production locations Loss of customer facing service or directly impacting significant revenue
2 - Medium	Non-operational with no available workaround Intermittent interruptions Performance degradation	Single Department Single Site Single Location Moderate Security/Financial Risk	Localized outage or service degradation affecting a single site or customer facing service Loss of redundancy to critical infrastructure
3 - Low	Operable, intermittent interruptions Lagging or minor performance degradation	Small number of individuals Single site, single user	Isolated outage or service degradation affecting a small number of individuals Loss of redundancy to non-critical infrastructure

*Configuration Items (CIs) are assigned an impact by the client when the device is onboarded. This impact is used when Alerts are generated for CIs. This is different than the impact which can be selected when a client calls in for support orlogs an incident in the Service Portal.

Urgency

Incident urgency reflects how quickly an issue must be resolved to reduce business impact, considering time sensitivity, deadlines, or risk of escalation. Urgency is set by Insight in consultation with the client and can be adjusted if the client's assessment differs from the initial urgency value.

Urgency Level	Sensitivity	Example Definition
1 - High	Affects a critical business service or a large number of users; significant financial, operational, or reputational impact.	Organization-wide ERP outage, payment processing failure, public website down.
2 - Medium	Affects a non-critical service or a limited group of users; moderate business impact.	Department unable to access shared drive, reporting tool malfunction for a single business unit.
3 - Low	Minimal impact on business operations; typically affects a single user or a non-essential service.	One user’s email is not working, minor printing issue, or cosmetic UI defect.

Priority (System Driven by Impact x Urgency)

Priority is a system driven value determined by assessing both the impact and urgency, as illustrated in the table below. Priority = Impact x Urgency

Client Impact / Urgency	Urgency 1	Urgency 2	Urgency 3
Impact 1 – High	1	2	3
Impact 2 – Medium	2	3	4
Impact 3 – Low	3	4	4

If Insight escalates an issue to the Client as Priority 1, the Client is expected to work on it continuously in collaboration with Insight until resolved. If continuous engagement is not maintained, Insight may reclassify the issue as Priority 2.

Incident Management Service Level Objectives

Priority	Incident acknowledgement	Incident update	Incident resolution target (95th percentile)
Priority 1	15 minutes	1 hour	4 hours
Priority 2	1 hour	4 hours	8 hours
Priority 3	4 hours	24 hours	72 hours
Priority 4	24 hours	72 hours	120 hours

Definitions:

Term	Definition
Impact	The objective measure of the effect of an Incident on the business. It reflects how severely the issue affects the organization’s ability to operate and deliver services.
Urgency	The measure of how quickly an incident needs to be addressed, based on the potential impact to the business.
Priority	A category used to identify the relative importance of an incident, problem, or change, based on its impact on the business and the urgency with which it needs to be resolved. Defined as the intersection of Impact and Urgency.
Incident Acknowledgement	The point in time when Insight formally confirms receipt of an incident report and begins the process of assessment and response. Time measured from “Case Created” to “Case Acknowledged” by Insight.
Incident Update	The process of providing timely and ongoing status communications to stakeholders regarding the progress of an incident until it is resolved or closed.
Incident Resolution	The point at which the underlying cause of an incident has been addressed, and normal service has been restored, in accordance with agreed service levels. Time measured from “Case Acknowledged” to “Case Resolved” OR “Case Priority Lowered” OR “Case moved to a Monitoring State.” Lowering case priority is defined by all the following: • Service is Restored • Agreed by Client • Incident remains open for root cause analysis or additional case activities.

Service Requests

Service Requests are non-incident related and typically involve the provision of a predefined service within the service catalog. Service requests do not have predefined service levels. These requests are often routine, predefined, and repetitive in nature. Note that these can also be a change request. Fulfillment times vary by request are shown on each catalog item. Examples of common service requests are provided in the table below.

Service Request Type	Example
Request for a service action	Open a port on an existing firewall
Request to provision a new resource	Request to add memory to a VM
Request for information	Request for a backup report
Request for access	New domain admin account for an engineering resource