Reply To: Telephone Services SLA

SP/MSR (Bullet 2.2) This is a process question, not an SLA question. However, it is reiterated in the SLA in paragraph 5.2, service request response for your convenience. The SLA defines the 10-13 day window for a MAC (move, add or change) defining the roles is internal to IT customer service, IT voice, IT facilities, IT data and external vendors we utilize. The SLA defines the response times for trouble tickets (incidents) based on ITIL practices defining this urgency and response times.