Except where listed as 24x7, all times are listed in FCS operational business hours (minutes, hours, or days) as listed in section 8 of the General Service Level Expectation (GSLE).
In TeamDynamix, SLAs are applied using a workflow that can take up to 1 minute to process.
Incident SLA - Essential Support Criticality
| Priority |
Response |
Resolution |
| Emergency |
Immediately |
Immediately |
| High |
30 minutes, 24x7 |
4 hours, 24x7 |
| Medium |
2 hours |
1 day |
| Low |
4 hours |
3 days |
Incident SLA - Critical Support Criticality
| Priority |
Response |
Resolution |
| Emergency |
Immediately |
Immediately |
| High |
1 hour, 24x7 |
4 hours, 24x7 |
| Medium |
3 hours |
1.5 days |
| Low |
6 hours |
4 days |
Incident SLA - Important Support Criticality
| Priority |
Response |
Resolution |
| Emergency |
Immediately |
Immediately |
| High |
2 hours |
1 day |
| Medium |
4 hours |
2 days |
| Low |
1 day |
5 days |
Service Request SLA
| Target Level |
Response |
Resolution |
| Level 1 |
1 hour |
1 day |
| Level 2 |
2 hours |
2 days |
| Level 3 |
3 hours |
3 days |
| General Request SLA |
1 day |
5 days |
| Level 4 |
2 days |
10 days |