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  "documentTitle": "Bain Achieving operational Excellence at University of California Berkeley",
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  "notes": "The slide uses callouts to highlight key components of an effective SLA: definition of incident, tracked metrics, and definition of urgency.",
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      "kind": "callout",
      "text": "Well-defined incident response times (an easily tracked metric)",
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      "kind": "callout",
      "text": "Agreement on definition of \"urgent\"",
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      "kind": "callout",
      "text": "Agreement on definition of \"incident\"",
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      "text": "Number of departments or people affected; Percentage of total tasks that can no longer be performed by individuals; Academic and Administrative Calendar deadlines; Impact on the delivery of instruction; Lasting impact on student academic performance; Risk to safety, law, rule, or policy compliance.",
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      "kind": "paragraph",
      "text": "Note: Central and shared service center SLAs will cover a broader range of services and may have different service levels",
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      "kind": "table",
      "text": "Category, Initial Response Time, Initiation of Support; Urgent, 0-90 minutes, 0-3 hours; Normal, 0-90 minutes, 0-8 hours; Planned, 4-8 hours, Scheduled between Customer and Dept A",
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      "text": "Example SLA: Response times should be well-defined and tracked (2 of 2)",
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