Service Level Agreement - ALTO MSSP LTD

Target Response Times and Priority Levels

The following table shows the Target Response Times for each priority level and provides priority level examples

Incident / Service Request Priority			Severity
Incident / Service Request Priority			1 - High Service or major portion of a service is unavailable.	2 - Medium Issue prevents user from performing critical time sensitive functions.	3 - Low Issue prevents user from performing a portion of their duties.
Impact	1 - High	All users of a specific service.	P1 - Critical	P2 - High	P3 - Medium
	2 - Medium	Multiple users. Service is degraded but still functional but not operating within SLA specifications	P2 - High	P3 - Medium	P4 - Low
	3 - Low	One or two users. Service is degraded but still operating within SLAs.	P3 - Important	P4 - Low	P4 - Low

The target response time does not apply to:

Additions, moves or changes to users, devices, configurations or network
Issues lodged in any other manner than specified in this agreement and our General Terms and Conditions
Issues lodged outside our business Hours
Items caused by hardware or software not meeting our minimum standards
Service requests related to Software not on our Approved Software List
Service requests for issues that have been caused by you not acting on advice or recommendations given by us
Service requests for Issues caused by you or third parties modifying any Hardware or Software Configuration
Service requests for issues related to user-initiated Phishing, Virus and Malware Infections
Service requests for Issues involving the sourcing of hardware/software
Service requests for hardware and software issues of items that are not under current warranty or maintenance coverage