HelpDesk

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Service Level Agreement (SLA) – Response Times

Our SLAs are based on response time, defined as the time between your request and our acknowledgment or engagement. SLAs reflect response targets only and do not guarantee issue resolution within a specific timeframe, as resolution depends on issue complexity and severity.

Response Time Targets (Business Hours):

• Priority 1 – Critical
  • Widespread outage preventing critical business operations with no workaround
  • Response: 30 minutes
• Priority 2- High
  • Widespread disruption of normal operations, or limited users unable to perform a critical function with no workaround
  • Response: 1 hour
• Priority 3 – Medium
  • Multiple users impacted by a minor issue with an available workaround
  • Response: 8 hours
• Priority 4 – Low
  • Informal or non-urgent requests
  • Response: 2 business days

Important: Priority 1 and Priority 2 requests require a phone call to the Helpdesk for SLA response times to apply.