SLA and response times

Our Site Management Response Times are:

• Urgent (website is not working and cannot be accessed)
  2 hour response time
  5 hour completion target
• High (important issue that is key to business operations)
  24 hour response time
  4 day completion target
• Normal (business driven change requirement)
  48 hour response time
  10 day completion target
• Low (non urgent/not affecting performance of business operations)
  48 hour response time
  Completed as soon as contract hours allow