Service Levels
Service Level Agreement for Internal Support
| Priority Level: | Description | Level 1 Escalation Guideline: | Level 2/3 Response Time: | Communication Frequency to the Customer: | Resolution Time Goal (Due Date): |
|---|---|---|---|---|---|
| 1 Critical |
Business critical, affects many users | 5 minutes | 15 minutes | Hourly | 2 Hours |
| 2 High |
Limited scope, no workaround | 5 minutes | 30 minutes | 4 Hours | 8 Hours |
| 3 Medium |
1 user, workaround available | 15 minutes | 2 hours | 12 Hours | 24 Business Hours |
| 4 Low |
Non-urgent requests | 15 minutes | 4 hours | 24 Hours | 48 Business Hours |
| 5 Password |
1 user, password reset or unlock | 15 minutes | NA | NA | 15 Minutes |
Customer Satisfaction Response
