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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
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
Meet Our Clients
Case Studies & Testimonials
About Us
Meet Black Line IT
Our Approach
Careers
Resources
Product Information
Blog
Client Login
Contact Us
Software 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:
Website / System down, Hard error in critical business process, corrupted data is preventing operations, major software systems down.
Engineering staff responds immediately, or within 2 hours.
Resolution ASAP, or within 8 hours.
High
Single- or group-user system interruption. The impact of the user/group hinders normal production. No or limited workarounds are available.
Examples:
User/group specific software failure or hard error. Limited or very difficult workaround available. Continued interruption will move to critical.
Engineering staff responds within 4 hours.
Resolution within 3 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:
system slow but functioning. Very specific error difficult to repeat/non-repeatable. Inaccurate reporting data. Issue limits one or very small user group.
Engineering staff responds within 8 hours, or one official business day.
Resolution within 4 business days.
Low
Single-user issue does not hinder production or general operation.
Examples:
Annoying error messages, false positives, user training issues, Occasional error messages, local hardware slowness, enhancement requests.
Engineering staff responds within 16 hours, or two official business days.
Resolution within 5 business days.