Incident and Service Request Response Times
Where Incidents are raised, CLOWD9 will aim for the following acknowledgement and target resolution times:
| Incident Priority | Acknowledgement Time | Target Resolution Time |
|---|---|---|
| P1 | 30 minutes | 2 hours |
| P2 | 60 minutes | 48 hours |
| P3 | 120 minutes | 5 working days |
| P4 | 16 hours | 10 working days |
| P5 | 24 hours | 20 working days |
Where Service Requests are raised, CLOWD9 will aim for the following acknowledgement and target response times:
| Service Request Priority | Acknowledgement Time | Target Resolution Time |
|---|---|---|
| P1 | 8 hours | 2 hours |
| P2 | 12 hours | 48 hours |
| P3 | 24 hours | 5 working days |
| P4 | 36 hours | 10 working days |
| P5 | 48 hours | 20 working days |
Updated 15 days ago