Incident and Service Request Response Times

Where Incidents are raised, CLOWD9 will aim for the following acknowledgement and target resolution times:

Incident PriorityAcknowledgement TimeTarget Resolution Time
P130 minutes2 hours
P24 hours12 hours
P38 hours24 hours
P416 hours48 hours
P524 hours72 hours

Where Service Requests are raised, CLOWD9 will aim for the following acknowledgement and target response times:

Service Request PriorityAcknowledgement TimeTarget Resolution Time
P18 hours24 hours
P212 hours48 hours
P324 hours72 hours
P436 hours96 hours
P548 hours120 hours