IT SLA Compliance & Incident Handling Stakeholder Survey

Welcome, and thank you for participating. This short survey asks about your experiences with IT service levels and incident handling over the past 90 days. It should take approximately 10 minutes. Your participation is entirely voluntary and you may stop at any time. There are no right or wrong answers—we are interested in your honest opinions. All responses are confidential and will be reported only in aggregate to improve IT service quality.

Which of the following functions do you primarily collaborate with regarding IT services? (Select all that apply)

• IT operations
• Customer support
• Engineering / platform
• Security
• Data / analytics
• Procurement / vendor management
• Other (please specify)

To what extent do you agree: SLA commitments (e.g., response and resolution times) were consistently met for my requests in the past 90 days.

Which channels did you use to report incidents in the past 90 days? (Select all that apply)

• Ticketing system
• Chat (Slack / Teams)
• Email
• Phone / hotline
• Walk-up / in-person
• Automated monitoring alert
• Other (please specify)

Overall, how satisfied are you with IT incident handling in the past 90 days?

What is your primary role?

• Individual contributor
• People manager
• Executive / leader
• Project / program manager
• Product manager
• Engineer / analyst
• Other

Thank you for your time. Your input will directly help us improve IT service reliability and incident response. Results will be reported in aggregate.

In the past 90 days, how often did you interact with the IT service team?

• Daily
• Several times a week
• Weekly
• A few times a month
• Monthly
• Less than monthly
• Not in the past 90 days

To what extent do you agree: I was proactively informed when an SLA was at risk of being breached.

How smoothly were handoffs between teams managed during incident resolution in the past 90 days?

Please rank the following improvement opportunities for incident handling from highest to lowest priority.

1. Faster triage and prioritization
2. Clearer ownership and roles
3. Better communication during incidents
4. Stronger on-call coverage
5. Higher-quality post-incident reviews
6. Improved tooling and automation

How long have you been with the organization?

• Less than 6 months
• 6–12 months
• 1–3 years
• 3–5 years
• More than 5 years

Approximately how many distinct IT incidents affected your work in the past 90 days?

• 0
• 1–2
• 3–5
• 6–10
• More than 10

To what extent do you agree: When SLAs were at risk, appropriate escalation procedures were followed.

To what extent do you agree: Root-cause analyses conducted in the past 90 days led to meaningful prevention of recurring incidents.

If you could change one thing to improve IT service levels, what would it be?

Where are you primarily located?

• Americas
• EMEA
• APAC
• Remote – multiple regions
• Prefer not to say

In the past 90 days, how often were SLAs breached for your requests or incidents?

Briefly describe a recent incident that was handled well. What worked?

Based on your survey responses, please share any additional thoughts about your experience with IT service levels or incident handling. An AI moderator may ask brief follow-up questions.

Thinking about high-priority incidents you experienced in the past 90 days, what was the typical time to first response?

• Under 15 minutes
• 15–30 minutes
• 30–60 minutes
• 1–4 hours
• More than 4 hours
• Not sure / not applicable