SLA Model
Default Response Goals for Support SLA
Standard SLA
| Goal Type |
Respond Within |
Plan Within |
Resolved Within |
Goal Percent |
| Priority 1 - Critical |
2 hours |
4 hours |
8 hours |
80% |
| Priority 2 - High |
8 hours |
16 hours |
40 hours |
80% |
| Priority 3 - Medium |
16 hours |
32 hours |
80 hours |
80% |
| Priority 4 - Low |
24 hours |
48 hours |
120 hours |
80% |
Premium SLA
| Goal Type |
Respond Within |
Plan Within |
Resolved Within |
Goal Percent |
| Priority 1 - Critical |
1.4 hours |
2.8 hours |
5.6 hours |
90% |
| Priority 2 - High |
5.6 hours |
11.2 hours |
28 hours |
90% |
| Priority 3 - Medium |
11.2 hours |
22.4 hours |
56 hours |
90% |
| Priority 4 - Low |
16.8 hours |
33.6 hours |
84 hours |
90% |
Default Response Goals for Security SLA
Standard SLA
| Goal Type |
Respond Within |
Plan Within |
Resolved Within |
Goal Percent |
| Priority 1 - Critical |
2 hours |
4 hours |
8 hours |
80% |
| Priority 2 - High |
8 hours |
16 hours |
40 hours |
80% |
| Priority 3 - Medium |
16 hours |
32 hours |
80 hours |
80% |
| Priority 4 - Low |
24 hours |
48 hours |
120 hours |
80% |
Premium SLA
| Goal Type |
Respond Within |
Plan Within |
Resolved Within |
Goal Percent |
| Priority 1 - Critical |
1.4 hours |
2.8 hours |
5.6 hours |
90% |
| Priority 2 - High |
5.6 hours |
11.2 hours |
28 hours |
90% |
| Priority 3 - Medium |
11.2 hours |
22.4 hours |
56 hours |
90% |
| Priority 4 - Low |
16.8 hours |
33.6 hours |
84 hours |
90% |
Default Response Goals for Compliance SLA
Standard SLA
| Goal Type |
Respond Within |
Plan Within |
Resolved Within |
Goal Percent |
| Priority 1 - Critical |
2 hours |
4 hours |
8 hours |
80% |
| Priority 2 - High |
8 hours |
16 hours |
40 hours |
80% |
| Priority 3 - Medium |
16 hours |
32 hours |
80 hours |
80% |
| Priority 4 - Low |
24 hours |
48 hours |
120 hours |
80% |
Premium SLA
| Goal Type |
Respond Within |
Plan Within |
Resolved Within |
Goal Percent |
| Priority 1 - Critical |
1.4 hours |
2.8 hours |
5.6 hours |
90% |
| Priority 2 - High |
5.6 hours |
11.2 hours |
28 hours |
90% |
| Priority 3 - Medium |
11.2 hours |
22.4 hours |
56 hours |
90% |
| Priority 4 - Low |
16.8 hours |
33.6 hours |
84 hours |
90% |
SLA Pricing Structure
SBS Aligned (100% on the SBS 'Program')
Non-SBS Aligned (Not in the SBS 'Program')
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