Service Level Agreements
Managed Cloud Services – Response Time Service Level Agreements (SLA)
Urgent SEV1: An incident or situation has occurred that is causing a total, critical service outage to Client-facing systems. Client business operations cannot continue or are severely compromised. The incident affects critical path processing, and there is no work-around available. 30 Minutes
High SEV2: An incident or situation has occurred that is having a significant effect on the Client’s ability to conduct primary business operations. Client business operations may be, or are, at a risk of being compromised. The incident may affect critical path processing, and an effective work-around may be available. 1 Hour
Normal SEV3: An incident or situation has occurred that is having a moderate effect on Client business processes. Client’s service is being affected, but not to the degree that the Client cannot continue normal business operations. 8 Hours
Low SEV4: An incident or situation has occurred that is having minimal or no immediate effect on Client business processes. Client’s service is being affected, but not to the degree that the Client is unable maintain normal business operations. 24 Hours
Very Low SEV5: Enhancement Request. A non-production classification used to track changes related to adding functionality that was not initially present. Typically, these are initiated by Clients. Best Efforts
Managed Cloud Services – Resolution Time Service Level Agreements (SLA) – Production Environments Only
High SEV2: An incident or situation has occurred that is having a significant effect on the Client’s ability to conduct primary business operations. Client business operations may be, or are, at a risk of being compromised. The incident may affect critical path processing, and an effective work-around may be available. 4 Hours
Normal SEV3: An incident or situation has occurred that is having a moderate effect on Client business processes. Client’s service is being affected, but not to the degree that the Client cannot continue normal business operations. Best Effort
Low SEV4: An incident or situation has occurred that is having minimal or no immediate effect on Client business processes. Client’s service is being affected, but not to the degree that the Client is unable maintain normal business operations. Best Efforts
Very Low SEV5: Enhancement Request. A non-production classification used to track changes related to adding functionality that was not initially present. Typically, these are initiated by Clients. Best Effort