Service Level Objectives

  1. Definitions. The following terms shall have the indicated meanings. Capitalized terms not otherwise defined herein have the meanings ascribed in the Master Service Agreement.“Critical After-Hours” means critical support and issue resolution at any time outside of Normal Business Hours. Coverage is limited to Priority 1 incidents and High Priority Access Requests requested by phone.

    “High Priority Access Request” means a high priority access request for an Incident that prevents an end user from performing a required mission critical business function (as determined by Provider in its sole discretion).

  2. Service Levels. Unless otherwise specified in an SOW, Provider will use commercially reasonable efforts to respond to Incident tickets or other alerts, issues, or outages relating to Services within the service levels described below. Provider will assess the issue’s priority in its sole discretion based on the Customer’s description of the issue’s impact and severity. Response times listed are measurements of actual technician response. Automated responses are not included in the response metrics. If resolution requires components or involvement of a third-party vendor, resolution metrics may be delayed, however Provider will continue to push for resolution according to update status.
    • a) Priority 1 (P1) Emergency: An incident that completely prohibits the ability of all or the majority of users to perform vital functions of their jobs using systems which Provider is managing. Common instances include the failure of critical server, core switch, or firewall or the failure of a critical communication system. Also includes an individual user High Priority Access Request (in Provider’s discretion).
      1. Initial Response – within 30 minutes of the issue being reported.
      2. Completion time – issue will be actively worked until resolution is reached. Provider will maintain regular communication with the Customer until problem is resolved or a change in priority is merited. Provider will assign an escalation owner to monitor progress, communication, and escalations.
      3. Escalation Threshold – 2 consecutive hours without resolution or status improvement.
      4. Update Status - Hourly.
    • b) Priority 2 (P2) Quick Response: An incident that impairs the ability of a group of users or a department to accomplish it/its duties using systems which Provider is managing. Examples include inconsistent network connection, downed wireless access point, and non-critical Line of Business Applications being unavailable.
      1. Initial Response – within 2 hours during Normal Business Hours.
      2. Completion time – 16 business hours.
      3. Update Status – Every 2 hours.
    • c) Priority 3 (Normal): An incident that affects a single user or a small number of users and necessitates intervention. Examples include new user setup, workstation performance issues, inability to print, mobile device issues and single user email issues. In this case, the network’s operational performance is not harmed, and Customer’s overall business operations continue to function normally.
      1. Initial Response: within 16 hours during Normal Business Hours.
      2. Completion Time: 32 hours during Normal Business Hours.
      3. Update Status: - Daily.
    • d) Priority 4 (Scheduled): An incident indicating that an individual user requires assistance which must be scheduled. Examples include peripheral replacements or upgrades, software re-installation, or upgrades.
      1. Initial Response - as scheduled.
      2. Completion Time - as scheduled.
      3. Update Status - schedule change.