Service availability: The ITSM tool is operational 24/7/365 and is committed to a 99.5% uptime during each calendar quarter, excluding regularly scheduled maintenance times or Force Majeure events.
Scheduled and Unscheduled Maintenance: Maintenance time is considered scheduled if it is communicated to user community via system notice 5 days in advance. Maintenance windows will be planned to occur between 10:00pm and 2:00am when possible.
Backup and Disaster Recovery: In the event of a disaster, services will be operational in the DRS within six hours
Incident Response: Target is 85%
| Priority | Response | Resolution |
| Critical Incident – 20 or more users are unable to use a critical system in order to accomplish University tasks | 30 minutes | 8 hours |
| High | 1 hour | 8 hours |
| Normal | 1 business day | 3 business days |
| Low | 1 business day | 5 business days |
| Planning | 1 business day | 5 business days |