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Priority & SLA Matrix
Last updated
Managed Services Response Times
Priority Response: Based on Severity & Urgency
| Priority | Business Hours Remote Response | Business Hours On-Site Response | Off Hours |
|---|---|---|---|
| Priority 1 - Highest Priority: Service not available (all users and functions unavailable. Ex: Server down). | Engineer engaged within 15 minutes | Within 4 hours | Engineer engaged within 15 minutes, 24/7 (billable emergency rate applies) |
| Priority 2: Significant degradation of service (large number of users or business critical functions affected). | Within 2 hours | Within 8 hours | Billable Emergency Rate (Best Effort) |
| Priority 3: Limited degradation of service (limited number of users or functions affected, business process can continue). | Within 8 hours | Scheduled as needed | Processed Next Business Day |
| Priority 4: Small service degradation (business process can continue, one user affected). | Within 24 hours | Scheduled as needed | Processed Next Business Day |
Business Hours: Weekdays 8:00 AM - 5:00 PM (Monday through Friday)
Off Hours: Weekdays 5:00 PM - 8:00 AM, Weekends (5:00 PM Friday to 8:00 AM Monday), Holidays, Emergencies
Questions about this document? Email contact@advran.com.