| Severity Levels | Acknowledgment Response Time (within 8-5pm US-Eastern business working times) | Description |
| Critical: | 2 business hours | System Down |
| High: | 8 business hours | Several Users impacted / effecting productivity / causing system failures |
| Medium: | 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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