| Severity Levels | Acknowledgment Response Time (within 7-4pm US-Eastern business working times) | Description |
| Urgent: | 1 business hour | System Down Complete loss of business function with no workaround |
| High: | 4 business hours | Several Users impacted / effecting productivity / causing system failures |
| Normal: | 1 business day | Few users impacted / could impact productivity |
| Low: | 3 business days | Users impacted understand workaround / no immediate business impact |
Keywords: SLA, Service Response Times, Service Levels
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