Response time:
Response to the reported issue - Time is calculated since receipt of the report of the customer and severity level is identified - in hours of coverage
Resolution/Mitigation time:
is the target time to get the resolution of the issue reported - Time is calculated since the issue is acknowledged until it is solved or mitigated
Severity Level |
Description |
Response time to begin working issue |
Resolution/ Mitigation |
Status Updates |
|
Severity 1 |
The entire organization’s ability to perform critical functions is in jeopardy or unavailable |
Within 60 minutes business hour |
Within 12 hours Escalate using escalation contact list |
Every 2 hours |
|
Severity 2 |
Ability to perform a mission critical function is in jeopardy or unavailable but a workaround is or can be established within a reasonable time. |
Within Four Business Hours |
Within 24 Business Hours Escalate using escalation contact list |
Every 8 Business Hours |
|
Severity 3 |
Ability to perform a job function may be impacted or inconvenienced, but can continue business as normal operations. |
Within 24 Business Hours |
Within 48 Business Hours |
Every 24 Business Hours |