Severity 1 incidents target a 1 hour response and 4 hour resolution
Catalog row in Vendor License Rules · Cited
- Kind
- Support
- Statement
- Service Level Guidance section 4: Severity 1 target response 1 hour, target resolution 4 hours, 24 x 365; Severity 2 4 hours and 48 hours, 24 x 5; Severity 3 12 hours and the next scheduled patch release.
- Applies when
- A production incident is raised through the Support Portal
- Applies to
- Incident management
- Related programs