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
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