Service Level Agreement (SLA) During Business Hours
Priority & Issue Severity Are Determined by the MSP
First Response & Support Tier Starting Point
| Priority | Estimated First Response | Support Tier Starting Point |
| Urgent | 15 Minutes or Less | Tier 3 |
| High | 15 Minutes or Less | Tier 2 |
| Medium | 15 Minutes or Less | Tier 1 |
| Low | 15 Minutes or Less | Tier 1 |
Escalation & Resolution Timeframe
| Priority | Estimated Escalation Threshold | Estimated Resolution Timeframe |
| Urgent | 30 Minutes | 8 Hours or Less |
| High | 1 Hour | 12 Hours or Less |
| Medium | 2 Hours | 24 Hours or Less |
| Low | 3 Hours | 48 Hours or Less |
Support Tiers
| Support Tier | Description |
| Tier 1 | All support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated. |
| Tier 2 | All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers. |
| Tier 3 | Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most experienced Engineers who can collaborate with 3rd Party (Vendor) Support to resolve the most complex issues. |
Issue Severity
| Issue Severity | Users Affected
(Between 75% to 100%) |
Users Affected
(Between 25%-75%) |
Users Affected
(Less than 25%) |
| Critical Business Service Function
(Business Stopped) |
Urgent | High | High |
| Significant Degradation of Service
(Business Cannot Function, Drastically Slowed) |
High | Medium | Medium |
| Limited Degradation of Service
(Business Can Function, Slowed) |
Medium | Low | Low |
| No Service Degradation
(Business Can Function Normally) |
Low | Low | Low |