NOC SLA

Priority
NOC Response SLA
Description

Critical

30 Min

This is an EMERGENCY condition that significantly restricts the use of an application, system or network to perform any critical business function. This could mean that several departments of the client are impacted.

High

2 Hours

The reported issue may severely restrict use of key devices in the network. This could mean that a single department is impacted but the overall network and servers are functioning

Medium

4 Hours

The reported issue may restrict the use of one or more features of the system, but the business or financial impact is not severe.

Low

24 Hours

The reported anomaly in the system does not substantially restrict the use of one or more features of the product to perform necessary business functions.

 

 

Service Desk SLA

Source
Service Desk Response SLA
Description

Electronic

80% within 2 hours

80% of Service Desk issues are responded to within 2 hours based on an average during the calendar month

Phone

80% within 180 Seconds

80% of Service Desk issues are answered within 180 seconds based on an average during the calendar month