Response Time SLA
The Response Service Level Agreement (SLA) is shown in Table 1.1 below and the calculations for the Priorities in Table 1.1 are detailed below.
Table 1.1 – Response SLA
Priority | Response Time |
|---|---|
P1 | 15 min |
P2 | 1 hr |
P3 | 4 hrs |
P4 | 8 hrs* |
P5 | 16 hrs* |
* Business Hours: Monday–Friday (8am–5pm EST) excluding holidays
“Response Time” is the time duration (recorded in Service Provider systems) between:
- A start time recorded when an event is first detected or reported.
- An end time recorded when human interaction, or automated remediation, has begun in an effort to resolve the request or issue.
Table 1.2 – Priority Calculations
Event Severity* | Impact* | ||
|---|---|---|---|
High | Med | Low | |
High | P1 | P2 | P3 |
Med | P2 | P3 | P4 |
Low | P3 | P4 | P5 |
* “Impact” and “Event Severity” are classified per Table 1.3 and 1.4 below.
Table 1.3 – Event Severity Classification
Event Severity defines the criticality of the event(s) i.e. the degree to which it/they are affecting access, performance, or functionality.
Accessibility, Performance, or Functionality | Workaround Available | Severity |
|---|---|---|
None | No | High |
None | Yes | Med |
Severely Degraded | No | High |
Severely Degraded | Yes | Med |
Partial Degradation | No | Med |
Partial Degradation | Yes | Low |
Minor Degradation | No | Low |
Minor Degradation | Yes | Low |
Table 1.4 – Impact Classification
Impact classification defines the scope, or scale of impact i.e. how many organizations or users are affected by the event(s).
Affects | Impact |
|---|---|
Entire Organization(s) | High |
Multiple Workgroups | High |
Critical System(s) / Function(s) | High |
Reputational, Regulatory, or Legal Risk | High |
VIP User(s) | High |
Single Workgroup | Med |
High Service / Operations Impact | Med |
Single User or Small Group affected | Low |
Non-critical Service / Operations Impact | Low |