SLA-INT-007ActiveSLA ManagementCORE-DOC
Corporate Email — Critical service level agreement
Active internal SLA for Corporate Email. Version 3 is in force; version 2 is retained for historical target application.
No SLA clock applies to this object type. Timeliness is tracked against the plan date.
- Owner
- Sara Al-Otaibi — Digital Services
- Requester
- Not applicable
- Service
- Corporate Email
- Configuration item
- Not linked
- Created
- 2025-11-02 09:00
- Last updated
- 2026-07-23 07:10
- Confidentiality
- Internal
- Next step
- Annual review due December 2026. One breach open against the July reporting period.
This persona holds no action authority at the current stage.
Unavailable to this persona: Start annual review (Service / Process Owner, Digital Quality / Performance, IT Governance, Administrator)
Monthly achievement is below the agreed target following one P1 resolution breach.
Required action: Corrective action ACT-2026-0031 must show verified recovery in the next reporting cycle.
Authorised role: Service owner
Lifecycle
Stage, owner, and entry criteria as documented.
- DraftCompleted
- NegotiationCompleted
- ApprovalCompleted
- ActiveCurrent stage
- ReviewNot yet reached
- SupersededNot yet reached
Agreement
- Agreement type
- Internal SLA
- Effective version
- v3 from 2026-01-01
Targets
- Response target
- 15 minutes (P1)
- Source: Approved target version
- Resolution target
- 4 hours (P1)
- Source: Approved target version
- Calendar
- 24x7
- Pause policy
- Pause while awaiting third party
- Source: Configuration switch
Coverage
- Coverage
- Corporate Email service and dependent CIs
Performance
- Breaches this period
- 1 (INC-2026-00189)
- Achievement July 2026
- 96.1% against 98% target
- Numeric matrix status
- Approved for P1; P2–P4 remain OPEN-DECISION
- Source: OPEN-DECISION