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 |
