Managed Services SLA Guide
What Response Times Are Standard and How to Hold Providers Accountable
SLA Benchmarks
Customize based on your company profile
Priority Level
Response Target
Resolution Target
CriticalTotal business outage
1 hour
4 hours
HighSignificant impact
2 hours
8 hours
MediumModerate impact, workaround
8 hours
2 business days
LowMinor request/question
2 days
5 business days
Coverage Hours
7am - 7pm weekdays
Uptime Guarantee (Managed Systems)
99.7%