User Changes SLA

1. Purpose
To outline the service level commitments for processing user change requests within Hotel Drover.

2. Scope
This SLA applies to all departments and systems requiring modifications to existing user accounts.

3. Definitions

• User Change Request: A formal request to modify user information, roles, or access rights.
• Response Time: The time taken to acknowledge a user change request.
• Change Completion Time: The time taken to implement the requested changes 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.
• Change Completion Time:
  • 90% of user changes will be completed within 1 business day.
  • 95% will be completed within 2 business days.

5. Responsibilities

• Requester Responsibilities:
  • Provide complete and accurate information for the requested changes.
  • Submit requests through the designated system or channel.
• IT/Support Team Responsibilities:
  • Acknowledge requests promptly and ensure timely execution of changes.
  • Document and track all requests for accountability and reporting.

6. Escalation Procedures
If a user change is not completed 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 conducted to assess and update SLA terms as necessary.

8. Exceptions
Delays due to incomplete information, approval requirements, system outages, or high volumes of requests may affect the SLA. Users will be informed as soon as possible.

Conclusion

This SLA establishes clear expectations for processing user change requests, ensuring that all parties are aware of their responsibilities and the timelines involved.