SLA for Helpdesk & IT Support

Corporate Information and Computing Services

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Measure	2010-2011		2011-2012
	1 Apr - 30 Sept	1 Oct - 31 March	1 Apr - 30 Sept	1 Oct - 31 March
80% of queries will be resolved immediately.	Green	Green	Green
Voicemail and email will be checked every 30 minutes during core service hours.	Green	Green	Green