APPENDIX IV: Response Time SLAs |
| Response Time Service Level Agreements (SLAs) |
Silver |
Gold |
Platinum |
| SERVICE LEVEL AGREEMENT (SLAs): Proactive Response Time |
|
|
|
| Critical: (Severity 1) |
15 Mins |
15 Mins |
10 Mins |
| High: (Severity 2) |
15 Mins |
15 Mins |
10 Mins |
| Medium: (Severity 3) |
15 Mins |
15 Mins |
10 Mins |
| Low: (Severity 4) |
15 Mins |
15 Mins |
10 Mins |
SERVICE LEVEL AGREEMENT (SLAs): Reactive Response Time |
|
|
|
| Critical: (Severity 1) |
15 Mins |
15 Mins |
10 Mins |
| High: (Severity 2) |
15 Mins |
15 Mins |
10 Mins |
| Medium: (Severity 3) |
15 Mins |
15 Mins |
10 Mins |
| Low: (Severity 4) |
15 Mins |
15 Mins |
10 Mins |
SERVICE LEVEL AGREEMENT (SLAs): MTTR |
|
|
|
| Critical: (Severity 1) |
4 hrs. |
4 hrs. |
4 hrs. |
| High: (Severity 2) |
12 hrs. |
6 hrs. |
6 hrs. |
| Medium: (Severity 3) |
2BD. |
48 hrs. |
24 hrs. |
| Low: (Severity 4) |
3BD. |
96 hrs. |
96 hrs. |
| RT SLA SURCHARGE |
0 |
$ |
$ |
Severity Level Description
| SLA |
Trouble |
Severity/Priority Level |
| Critical |
Service not available (all users and functions unavailable). |
1 |
| High |
Significant degradation of service (large number of users or business critical functions affected) |
2 |
| Medium |
Limited degradation of service (limited number of users or functions affected, business process can continue). |
3 |
| Low |
Small service degradation (business process can continue, one user affected). |
4 |