/
SLA
SLA
Incident Levels
Our NOC Staff
- Identifies incidents
- Initiates response
- Continually tracks to resolution
You see every step in real-time through:
- Dashboards
- Online ticket portals
- Scheduled status update
-
HIGH
An incident in which customer device is unreachable with impact service and/or operation.
-
MEDIUM
An incident in which customer devices report degraded performance with to a small group of users and/or a specific application.
-
LOW
An incident affecting an individual device or a single user in the customer’s network.
-
MOVE – ADD – CHANGE – DELETE
A schedule change/project or a ticket that is informational in nature.
| Incident Level | Acknowledge | Plan | Resolution |
|---|---|---|---|
| 1 – High | 20 Minutes | 1 Hour | 3 Hours |
| 2 – Medium | 1 Hour | 4 Hours | 8 Hours |
| 3 – Low | 1 Hour | 48 Hours | 96 Hours |
| 4 – MACD | 8 Hours | 72 Hours | 5 Days |