Draft template. This is generic starting content, not a reviewed or binding company policy. Have Legal review and approve before publishing externally.
The Service Level Agreement (SLA) defines the support and uptime commitments for Integrated Retail's managed services.
Typical structure
| Severity | Description | Target response time |
|---|---|---|
| Critical | Production system down | Same business day |
| High | Major function impaired | 1 business day |
| Medium | Minor function impaired | 2-3 business days |
| Low | General question / minor issue | 5 business days |
Actual response and resolution targets, support hours and uptime commitments are defined per client contract.