Service levels
SLA Terms
A practical severity framework. Final commitments are defined in the client’s signed AMC or service agreement.
Last updated: 28 August 2026.
| Severity | Example | Target handling |
|---|---|---|
| Critical | Production or critical operation stopped | Immediate escalation / best available response |
| High | Department or multiple users impacted | Priority response during agreed support window |
| Normal | Individual issue / planned request | Handled within normal queue and agreed schedule |
Important conditions
- Targets depend on the purchased support plan, site access and agreed service hours.
- Resolution may depend on third-party vendors, ISP availability, replacement hardware or software licensing.
- Critical incidents should also be raised by direct call/WhatsApp where immediate attention is required.
- Final response and resolution commitments are controlled by the signed client agreement.