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| Priority Descriptions | SLA Expectations |
|---|---|
| P1 Incidents are defined as issues whereby there is a company-wide outage and/or primary business function is stopped with no redundancy or workaround available. | Priority 1(critical issues) will be responded to within 15 minutes |
| P2 Incidents are defined as an issue that impacts the ability to conduct business operations with no temporary workaround available | Priority 2 issues will be responded to within business hour |
| P3 Incidents are issues whereby resolution is needed but not immediately and/or a temporary workaround is available. P3 cases also include user moves, adds, or changes. including ordering and setup of new and existing equipment | Priority 3 issues will be responded to within 8 business hours |
| P4 Requests have a minimal business impact, can be preventative maintenance, general inquiries (e.g., end user training, questions) | Priority 4 requests will be responded to within 24 business hours |