Service Level Agreements

## Service Level Agreements (SLAs) Our SLAs define the response and resolution times you can expect based on ticket priority. ### Priority Levels and Response Times | Priority | Response Time | Resolution Target | Example | |----------|--------------|-------------------|---------| | Critical | 15 minutes | 4 hours | Server down, total outage | | High | 1 hour | 8 hours | Multiple users affected | | Medium | 4 hours | 24 hours | Single user impaired | | Low | 8 hours | 72 hours | Non-urgent request | ### What Affects SLA Timelines SLA timers run during business hours (8 AM \u2013 6 PM, Mon\u2013Fri). Tickets submitted outside business hours are queued for the next business day, except for Critical priority which is monitored 24/7. ### How to Set the Right Priority Choose the priority that reflects the business impact. Setting all tickets as "Critical" slows response times for genuine emergencies. Our team may adjust priority based on assessment. > **Tip:** If you're unsure about priority, choose Medium. Our agents will reassess and adjust if needed.