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Jul 14, 2020

Infiniwiz's SLA Response Times

Legend

Severity Business Hours After Hours Description
Critical 1 Hour 1 Hour Major business processes are stopped.
High 2 Hours 2 Hours Production is proceeding, but significantly impaired.
Medium 4 Hours Next Business Day Business process is degraded, but there is a reasonable workaround.
Low 24 Hours Next Business Day More of an irritation than a stoppage.

 

Type Severity Level Response Time
Full Outage Critical 15 Minutes to 60 Minutes
Phones Down Critical 15 Minutes to 60 Minutes
Active Directory Issue High 30 Minutes to 2 Hours
Backup Issue High 30 Minutes to 2 Hours
Domain Issue High 30 Minutes to 2 Hours
DUO/2FA Issue High 30 Minutes to 2 Hours
Email Issues High 30 Minutes to 2 Hours
Firewall Issue High 30 Minutes to 2 Hours
Internet/Network Issue High 30 Minutes to 2 Hours
Peripheral Device Issue (mouse, keyboard, etc.) High 30 Minutes to 2 Hours
VPN Issue High 30 Minutes to 2 Hours
VPN/Tunnel Issue High 30 Minutes to 2 Hours
VPS Inaccessibility /Performance High 30 Minutes to 2 Hours
Add/Create Shortcut Medium 1 Hour to 4 Hours
Adobe Application Issue Medium 1 Hour to 4 Hours
Create/Remove Network Drive Medium 1 Hour to 4 Hours
Disable User Access/Remove User Medium 1 Hour to 4 Hours
Fax/Fax-to-email Issue Medium 1 Hour to 4 Hours
Hardware Issue Medium 1 Hour to 4 Hours
LOB Application Issue Medium 1 Hour to 4 Hours
Network Drives Accessibility Medium 1 Hour to 4 Hours
O365/Microsoft Application Issue Medium 1 Hour to 4 Hours
OS/Windows Issue Medium 1 Hour to 4 Hours
Password Reset Medium 1 Hour to 4 Hours
Scanning/Printing Issue Medium 1 Hour to 4 Hours
SNAPmobile Application Issue/Setup Medium 1 Hour to 4 Hours
UAC Prompt Medium 1 Hour to 4 Hours
Website Access/Browser Issue Medium 1 Hour to 4 Hours
Website Hosting Issue Medium 1 Hour to 4 Hours
Call Detail Record Pull Request Low 4 Hours to 24 Hours
Create New Email Account Low 4 Hours to 24 Hours
Create/Disable Local User Low 4 Hours to 24 Hours
New User Setup Low 4 Hours to 24 Hours
New Workstation/Laptop Setup Low 4 Hours to 24 Hours
PBX Routing Adjustments/Holiday Schedule Low 4 Hours to 24 Hours
Setup New Extension/Phone Low 4 Hours to 24 Hours
Voicemail Change/Issue Low 4 Hours to 24 Hours
Wiring Low 4 Hours to 24 Hours

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