Dependable IT Ops: SLAs That Actually Work

Practical SLA patterns we use to keep response and resolution times predictable.

Priorities that mean something

Define P1–P4 based on business impact and user count, not gut feel. Tie each to concrete targets.

Measure & adjust

Track MTTA/MTTR and adjust staffing and on-call rotation accordingly.

Communicate

Proactive updates reduce escalations and build trust.