Managed Services Response Times

Priority Response: Based on Severity & Urgency Weekdays: Starting 8:00AM through 4:00PM; including Monday, Tuesday, Wednesday, Thursday, Friday Off Hours: Weekdays 4:00PM–8:00AM, weekends 4:00PM Friday to 8:00AM Monday, holidays, emergencies
Priority 1 – Highest Priority: Service not available (all users and functions unavailable, e.g., server down). Remote: 1 within 2 hours
On-site: 1 within 4 hours 		Remote: 1 within 2 hours
On-site: 1 within 4 hours
Priority 2: Significant degradation of service (large number of users or business-critical functions affected). Remote: 2 within 2 hours
On-site: 2 within 4 hours 		Remote: 2 within 2 hours
On-site: 2 within 4 hours
Priority 3: Limited degradation of service (limited number of users or functions affected; business process can continue). Remote: 3 within 8 hours
On-site: 3 within 48 hours 		Remote: 3 within 12 hours
On-site: 3 within 48 hours
Priority 4: Small service degradation (business process can continue; one user affected). Remote: 4 within 24 hours
On-site: 4 within 72 hours 		Remote: 4 within 24 hours
On-site: 4 within 72 hours