These are the standard Incident response times for most bIT and OneIT groups. Some groups have customized response times.
bIT ITCS:
bIT and OneIT groups:
Business day is 8 - 5, excluding holidays
Hours are business hours, not clock hours
First Response SLA: https://berkeley.service-now.com/kb?id=kb_article_view&sysparm_article=KB0013436
Which statuses pause the SLA timer: https://berkeley.service-now.com/kb?id=kb_article_view&sysparm_article=KB0012297
ServiceNow and Incident best practices: https://berkeley.service-now.com/kb?id=kb_article_view&sysparm_article=KB0012515
Questions? Send email to servicenow-support@berkeley.edu