Password Reset SLA

1. Purpose
To ensure timely and efficient handling of password reset requests for all users.

2. Scope
This SLA applies to all users requesting password resets for systems managed by the IT Department.

3. Definitions

• Password Reset Request: A formal request made by a user to reset their password.
• Response Time: The time taken to acknowledge a password reset request.
• Resolution Time: The time taken to complete the password reset and notify the user.

4. SLA Commitments

• Response Time:
  • 95% of requests will be acknowledged within 1 hour during business hours (e.g., 9 AM - 5 PM).
  • All requests will be acknowledged within 4 hours outside business hours.
• Resolution Time:
  • 90% of password resets will be completed within 2 hours during business hours.
  • 95% will be resolved within 8 hours outside business hours.

5. Responsibilities

• User Responsibilities:
  • Provide accurate information when submitting a password reset request.
  • Monitor communication channels for updates.
• Support Team Responsibilities:
  • Acknowledge and resolve requests as per the SLA.
  • Document and track all requests for reporting and improvement.

6. Escalation Procedures
If a password reset is not completed within the specified resolution time, users may escalate the issue to a supervisor or designated contact.

7. Reporting and Review
Monthly reports will be generated to track compliance with the SLA, and periodic reviews will be conducted to assess and update SLA terms as needed.

8. Exceptions
Circumstances such as system outages or high-volume periods may affect response and resolution times. Users will be informed as soon as possible.

Conclusion

This SLA aims to provide clarity and accountability for password reset requests, ensuring a smooth and efficient process for all users.