Target Response Times and Priority Levels
The following table shows the Target Response Times for each priority level and provides priority level examples
Service Request Priorities
| Incident / Service Request Priority | Severity | ||||
|---|---|---|---|---|---|
| 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 | |
Response Time Target Exclusion List
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
