Horizontal IT Support SLA
Service Level Agreement for IT Issue Resolution
The Service Level Agreement (SLA) is an agreement between the Horizontal Integration IT Department and the Horizontal Integration Business units.
Priority
Respond Within
Resolve Within
Operational Hours
Description
Urgent
1 Hour
4 Hours
Business Hours
A complete business down situation or single critical system down with high financial impact. The business is unable to operate.
High
4 Hours
12 Hours
Business Hours
A major component of the client’s ability to operate is affected. Some aspects of the business can continue but it is a major problem.
Medium
8 Hours
24 Hours
Business Hours
The core business is unaffected but the issue is affecting efficient operation by one or more users.
Low
24 Hours
72 Hours
Business Hours
The issue is a background or planned task and will be addressed when time permits or on the planned date.