Network SLA Priority Matrix

Priority Possible Issue Response Time Resolution Time
Critical systems with a direct impact on production are down. No workarounds are immediately available. Examples:
Server down, widespread network outages affecting multiple machines, major software systems down, other server-based system failures.
Engineering staff responds immediately, within 30 minutes. Resolution ASAP, or in less than 8 hours.
Single- or group-user outage or service interruptions. The impact of the user/group hinders normal production. No or limited workarounds are available. Examples:
Failed computer, bad switch, broken monitor, multi-user software failures, main production printers are down.
Engineering staff responds within 2 hours. Resolution within 1 business days.
Single- or group-user interruptions in normal business activities. Issues impact productivity, but a viable, though less efficient workaround is available. Examples:
Workstation is down but another is available, error messages, primary printer not available, system slow but functioning.
Engineering staff responds within 4 hours. Resolution within 2 business days.
Single-user issue does not hinder production or general operation. Examples:
Occasional error messages, end-user training issues, regular local updates, printer installations, local printer down, local hardware slowness or periodic faltering.
Engineering staff responds within 8 hours, or one official business day. Resolution within 3 business days.