Messaging SLA

Status

Description

Response

Resolution

Critical

20 or more users unable to use critical system.

30 minutes

2 hours

High

Problem that affects a large number of users in a critical
system.

Users are unable to use a non-critical system.

1 hour

4 hours

Medium

A problem that affects a users
ability to use a service.

4 hours

2 business days

Low

A problem that does not affect a users
ability to use a service.

1 business days

5 business days.