Severity
Definition
Business Hours
SLA Target: Response Time / Resolution Time
P1 – CRITICAL
Existing network or service outage. Critical impact to business operation.
Mon Thur Friday, 7 AM to 7 PM
RESPONSE: 1 HOUR | RESOLUTION: 24 HOURS
P2 – URGENT
Existing network or service outage. Moderate impact to business operation. 10 or more employees impacted.
Mon Thur Friday, 7 AM to 7 PM
RESPONSE: 2 HOUR | RESOLUTION: 3 DAYS
P3 – IMPORTANT
Existing network or service is impaired, but most business functions remain operational.
Mon Thur Friday, 7 AM to 7 PM
RESPONSE: 4 HOURS | RESOLUTION: 1 – 2 WEEKS
P4 – ADVISORY
Operation of a service is not optimal. Overall functionality is intact. Nominal impact to operations.
Mon Thur Friday, 7 AM to 7 PM
RESPONSE: 48 HOURS | RESOLUTION: 2 – 4 WEEKS
Severity
Definition
Business Hours
SLA Target: Response Time / Resolution Time
P1 – CRITICAL
Existing network or service outage. Critical impact to business operation.
Mon Thur Friday, 7 AM to 7 PM
RESPONSE: 1 HOUR | RESOLUTION: 24 HOURS
P2 – URGENT
Existing network or service outage. Moderate impact to business operation. 10 or more employees impacted.
Mon Thur Friday, 7 AM to 7 PM
RESPONSE: 2 HOUR | RESOLUTION: 3 DAYS
P3 – IMPORTANT
Existing network or service is impaired, but most business functions remain operational.
Mon Thur Friday, 7 AM to 7 PM
RESPONSE: 4 HOURS | RESOLUTION: 1 – 2 WEEKS
P4 – ADVISORY
Operation of a service is not optimal. Overall functionality is intact. Nominal impact to operations.
Mon Thur Friday, 7 AM to 7 PM
RESPONSE: 48 HOURS | RESOLUTION: 2 – 4 WEEKS
