Incident and Service Request Response Times
Incident 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 |
During a P1 incident CLOWD9 will commit to providing customer updates every 30 minutes. This will be via Slack and/or email to our documented operational contacts.
After resolution of a P1 incident CLOWD9 will provide a full RCA; this will be sent via email and will include the following detail as a minimum:
- General Information
- Timeline of Events
- Root Cause
- Comments
- Corrective Actions
Service Request Response Times
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 22 days ago
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