New User Creation SLA

1. Purpose
To define the service level commitments for the creation of new user accounts within Hotel Drover.

2. Scope
This SLA applies to all departments and systems requiring the creation of new user accounts.

3. Definitions

• New User Creation Request: A formal request made to create a new user account.
• Response Time: The time taken to acknowledge a new user creation request.
• Creation Time: The time taken to complete the new user account setup and notify the requester.

4. SLA Commitments

• Response Time:
  • 95% of requests will be acknowledged within 1 business hour.
  • All requests will be acknowledged within 4 business hours.
• Creation Time:
  • 90% of new user accounts will be created within 1 business days.
  • 95% will be completed within 2 business days.

5. Responsibilities

• Requester Responsibilities:
  • Provide accurate and complete information for the new user account setup.
  • Submit requests through the designated system or channel.
• IT/Support Team Responsibilities:
  • Acknowledge requests promptly and ensure timely completion.
  • Document and track all requests for accountability and reporting.

6. Escalation Procedures
If a new user account is not created within the specified timeframes, the requester may escalate the issue to a supervisor or designated contact.

7. Reporting and Review
Monthly reports will be generated to monitor SLA compliance, and periodic reviews will be held to assess and update SLA terms as necessary.

8. Exceptions
Delays due to incomplete information, system outages, or unusual circumstances may impact the SLA. Users will be notified as soon as possible.

Conclusion

This SLA establishes a framework for the timely and efficient creation of new user accounts, ensuring that all stakeholders are aware of their responsibilities and expectations.