SLA Matrix

Created by PNOC Members, Modified on Tue, 10 Oct, 2023 at 11:52 AM by PNOC Members

Table 1 Response Matrix

	Impact	Critical - Impacts all sites	Extensive - Impacts more than 1 site	Significant - Impacts a single site
Priority
Urgent - No functionality No Workaround		P1 - < 1 Hour (Automatic escallation to executive level)	P1 - 1 Hour	P1 - 1 Hour
High - Some Functionality loss - No Workaround			P1 - 1 Hour	P2 - 4 Hours
Medium - Some Functionality - Workaround Exists			P2 - 4 Hours	P3 - 24 Hours
Low - Little functionality lost			P4 - 24 Hours	P4 - 24 Hours