SLA
|
Status |
Description |
Response |
Resolution |
|
Critical |
20 or more users unable to use critical system. |
30 minutes |
2 hours |
|
High |
Problem that affects a large number of users in a critical system. Users are unable to use a non-critical system. |
1 hour |
4 hours |
|
Medium |
A problem that affects a users ability to use a service. |
4 hours |
2 business days |
|
Low |
A problem that does not affect a users ability to use a service. |
1 business days |
5 business days. |