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Services
IT Infrastructure
Cybersecurity
Preventative Maintenance
IT Assessments
IT Improvement Projects
IT Support
Managed Services
Helpdesk & Rapid Response
Asset Management
IT Documentation Services
Technical Consulting & Recommendations
Business Software Development
Web App Development
Mobile App Development
System & Data Integration
Software Assessments
Software Support
Software Maintenance
Digital Marketing
Website Development
Website Support & Analytics
Our Clients
Who We Serve
Law Firms
Real Estate
Healthcare Providers
Construction Services
Manufacturing Services
Transportation
Insurance
Financial Services
IT Services For Commercial Businesses
Professional Services
Meet Our Clients
Case Studies & Testimonials
About Us
Meet Black Line IT
Our Approach
Careers
Resources
Product Information
Blog
Client Login
Contact Us
Services
IT Infrastructure
Cybersecurity
Preventative Maintenance
IT Assessments
IT Improvement Projects
IT Support
Managed Services
Helpdesk & Rapid Response
Asset Management
IT Documentation Services
Technical Consulting & Recommendations
Business Software Development
Web App Development
Mobile App Development
System & Data Integration
Software Assessments
Software Support
Software Maintenance
Digital Marketing
Website Development
Website Support & Analytics
Our Clients
Who We Serve
Law Firms
Real Estate
Healthcare Providers
Construction Services
Manufacturing Services
Transportation
Insurance
Financial Services
IT Services For Commercial Businesses
Professional Services
Meet Our Clients
Case Studies & Testimonials
About Us
Meet Black Line IT
Our Approach
Careers
Resources
Product Information
Blog
Client Login
Contact Us
Network SLA Priority Matrix
Priority
Possible Issue
Response Time
Resolution Time
Critical
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.
High
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.
Medium
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.
Low
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.