Targets for Incident resolution (Fix) times. Note. Both Incident response and resolution times will be based upon whatever Incident impact/priority codes are used – details of which must be included here. Note. In some cases, it maybe appropriate to reference out to third-party contacts of UN SAs – but not as away of diverting responsibility. Service Performance Details of the expected responsiveness of the IT Service (e.g. target workstation response times, details of expected service throughput on which targets are based, and any thresholds that would invalidate the targets).
