All Legal Documents
SLA Matrix
Urgency Levels
- Low — One user or a small group of users is affected.
- Medium — Departments or a large group of users are affected.
- High — The whole company is affected.
Impact Levels
- Low — More of an irritation than a stoppage.
- Medium — Business is degraded, but there is a reasonable workaround.
- High — Critical — Major business processes are stopped.
Priority Matrix
| High Urgency | Medium Urgency | Low Urgency | |
|---|---|---|---|
| High Impact | Priority 1 | Priority 2 | Priority 2 |
| Medium Impact | Priority 2 | Priority 3 | Priority 3 |
| Low Impact | Priority 3 | Priority 3 | Priority 4 |
Standard SLA (8 Hours/Day)
| Priority | Respond Within | Resolution Plan Within | Resolved Within | Goal % |
|---|---|---|---|---|
| Priority 1 Emergency | 12 min | 30 min | 4 hours | 90% |
| Priority 2 Quick | 12 min | 1 hour | 8 hours | 90% |
| Priority 3 Normal | 12 min | 2 hours | 24 hours | 90% |
24-Hour SLA (24 Hours/Day)
| Priority | Respond Within | Resolution Plan Within | Resolved Within | Goal % |
|---|---|---|---|---|
| Priority 1 Emergency | 12 min | 1 hour | 4 hours | 90% |
| Priority 2 Quick | 12 min | 4 hours | 8 hours | 90% |
| Priority 3 Normal | 12 min | 12 hours | 32 hours | 90% |