Priority details
Within this SLA, we define four levels of notifications.
On each level, the service team will respond within one hour of the ticket submission.
Critical
- Interruption making a critical functionality inaccessible or a complete network interruption causing a severe impact on services availability.
- There is no possible alternative.
- Developers will initiate within 2 hours.
High
- Critical functionality or network access interrupted, degraded or unusable, having a severe impact on services availability.
- No acceptable alternative is possible.
- Developers will initiate within 8 hours.
Medium
- Non-critical function or procedure, unusable or hard to use having an operational impact, but with no direct impact on services availability.
- A workaround is available.
- Developers will initiate within one week.
Low
- Little to no impact on operational procedures.
- A workaround is available or a repair is possible.
- Developer initiation time at Label A discretion*
*As these issues have a low impact on business functions, they are tackled when we do not have many other ≥Medium tickets open. These are also best tackled in bulk to optimise time efficiency; therefore they are logged in the backlog until a suitable moment occurs.