Cloud Product Agreement

Maximum Response Times

Priority 1

Critical

A large number of users are unable to perform a critical business function where workaround is unavailable.

BH - 30 minutes

EH - 1 Hour

AH - 2 Hours

Priority 2

High

A large number of users are unable to perform their normal business functions, or a small number of users are unable to perform a critical business functions where a workaround is unavailable.

BH - 1 Hours

EH - 2 Hours

AH - 8 Hours

Priority 3

Medium

Several users are unable to perform a minor function where a workaround is available

BH - 4 Hours

EH - 8 Hours

Priority 4

Low

Informal Request

BH - 2 days

Support Hours
Business Hours	BH	08:00 - 18:00	Business Days
Extended Hours	EH	06:00 - 08:00	Business Days
		18:00 - 22:00	Business Days
		06:00 - 22:00	Weekends
After Hours	AH	22:00 - 06:00	Business Days
		22:00 - 06:00	Weekends
		National Public Holidays

Managed IT Services

Service Level Agreement (SLA)