Service Level Agreement

Response Time SLA

The Response Service Level Agreements (SLAs) shown in Table 1.1 below, are applicable to all Customer contracted services.  The calculations for the Priorities are shown below and any Service specific SLAs (if applicable), are shown in relevant Service Definitions.

Table 1.1 – Response SLA

* Business Hours: Monday-Friday (8am-5pm EST) excluding holidays

“Response Time” is the time duration between:

• A start time recorded when an event is first detected or reported.
• An end time recorded when human interaction, or automated remediation, has begun in an effort to resolve the request or issue.

Table 1.2 – Priority Calculations

*  “Impact” and “Event Severity” are classified per table 1.3 and 1.4 below.

Table 1.3 – Event Severity Classification

Event Severity defines the criticality of the event(s) i.e. the degree to which it/they are affecting access, performance, or functionality.

Table 1.4 – Impact Classification

Impact classification defines the scope, or scale of impact i.e. how many organizations or users are affected by the event(s).