The Blueprint to Your Success
Service Level Agreement Targets
| Trouble | Priority | Target Response Time | Escalation Threshold |
|---|---|---|---|
| Service Not Available All users and functions unavailable | 1 | Within 30 minutes | 45 minutes |
| Significant degradation of service Large number of users or business critical functions are affected | 2 | Within 2 hours | 1 hour |
| Limited degradation of service Limited number of users affected; Business processes can continue | 3 | Within 4 hours | 2 hours |
| Small service degradation 1 user affected; Business processes can continue | 4 | Within 8 hours | 4 hours |
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