Service Level Objectives
Managed Services Response Times
Priority Response:
Based On Severity & Urgency
Weekdays:
Starting 8:00 AM through 5:00 PM; including: Monday, Tuesday, Wednesday, Thursday, Friday
Off Hours: Weekdays:
5:00 pm-8:00 am, weekends: 5:00 pm friday to 8:00 am monday, holidays, emergencies
Priority 1-highest Priority: Service not available (all users and functions unavailable. Ex: server down).
Remote: 1 within 1 hours
On-Site: 1 within 3 hours
Remote: 1 within 2 hours
On-Site: 1 within 4 hours
Priority 2: Significant degradation of service (large number of users or business critical functions affected).
Remote: 2 within 2 hours
On-Site: 2 within 4 hours
Remote: 2 within 2 hours
On-Site: 2 within 4 hours
Priority 3: Limited degradation of service (limited number of users or functions affected, business process can continue).
Remote: 3 within 8 hours
On-Site: 3 within 48 hours
Remote: 3 within 12 hours
On-Site: 3 within 48 hours
Priority 4: Small service degradation (business process can continue, one user affected).
Remote: 4 within 24 hours
On-Site: 4 within 72 hours
Remote: 4 within 24 hours
On-Site: 4 within 72 hours