Service Level Agreement (SLA) - IT GOAT
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Service Level Agreement (SLA)

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

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