TTI SLO
Service Level Objectives
Managed Services Response Time
For Bumper-Bumper Services TTI shall provide response services based on the severity and urgency of each reported issue, subject to the following response time objectives. These targets apply during the designated support hours and are intended as guidelines for initiating response efforts. Actual resolution time may vary depending on the complexity of the issue.
Basic Care Services at “Best Effort” and those services response times are not included in these Service Level Objectives.
Standard Business Hours:
- Weekdays: Monday through Friday, 8:30 AM to 5:30 PM (local time)
Off-Hours Support:
- Evenings: Monday through Sunday, 5:30 PM to 11:00 PM
- Weekends and Holidays: Saturday and Sunday, and recognized holidays, 8:00 AM to 11:00 PM
| PRIORITY RESPONSE:
BASED ON SEVERITY & URGENCY |
WEEKDAYS:
Starting 8:30 AM through 5:30 PM; including Monday – Friday |
OFF HOURS:
Nights: 5:30 PM through 8:30 AM, Weekdays WEEKENDS 5:30PM Friday to 8:30AM Monday, Holidays, Emergencies: |
|---|---|---|
| PRIORITY 1-Highest Priority: Service not available (all users and functions unavailable. Ex: Server down). | Remote: 1 within 1 hours
On-Site: 1 within 3 hours |
Remote: 1 within 2 hours
On-Site: 1 within 4 hours |
| PRIORITY 2: Significant degradation of service (large number of users or business critical functions affected). | Remote: 2 within 2 hours
On-Site: 2 within 4 hours |
Remote: 2 within 2 hours
On-Site: 2 within 4 hours |
| PRIORITY 3: Limited degradation of service (limited number of users or functions affected, business process can continue). | Remote: 3 within 8 hours
On-Site: 3 within 24 hours |
Remote: 3 within 8 hours
On-Site: 3 within 48 hours |
| PRIORITY 4: Small service degradation (business process can continue, one user affected). | Remote: 4 within 8 hours
On-Site: 4 within 24 hours |
Remote: 4 within 8 hours
On-Site: 4 within 48 hours |
Additional Notes:
- “On-Site” response times are contingent upon location, travel availability, and Client approval and availability.
- All response times refer to the initiation of remediation efforts, not guaranteed resolution.
- Off-hours response is provided on a best effort basis and may be subject to additional charges as specified in an applicable Statement of Work (SOW).
- All incidents must be reported through approved communication channels for SLO tracking.
TTI SLO
Service Level Objectives
Managed Services Response Time
For Bumper-Bumper Services TTI shall provide response services based on the severity and urgency of each reported issue, subject to the following response time objectives. These targets apply during the designated support hours and are intended as guidelines for initiating response efforts. Actual resolution time may vary depending on the complexity of the issue.
Basic Care Services at “Best Effort” and those services response times are not included in these Service Level Objectives.
Standard Business Hours:
- Weekdays: Monday through Friday, 8:30 AM to 5:30 PM (local time)
Off-Hours Support:
- Evenings: Monday through Sunday, 5:30 PM to 11:00 PM
- Weekends and Holidays: Saturday and Sunday, and recognized holidays, 8:00 AM to 11:00 PM
| PRIORITY RESPONSE:
BASED ON SEVERITY & URGENCY |
WEEKDAYS:
Starting 8:30 AM through 5:30 PM; including Monday – Friday |
OFF HOURS:
Nights: 5:30 PM through 8:30 AM, Weekdays WEEKENDS 5:30PM Friday to 8:30AM Monday, Holidays, Emergencies: |
|---|---|---|
| PRIORITY 1-Highest Priority: Service not available (all users and functions unavailable. Ex: Server down). | Remote: 1 within 1 hours
On-Site: 1 within 3 hours |
Remote: 1 within 2 hours
On-Site: 1 within 4 hours |
| PRIORITY 2: Significant degradation of service (large number of users or business critical functions affected). | Remote: 2 within 2 hours
On-Site: 2 within 4 hours |
Remote: 2 within 2 hours
On-Site: 2 within 4 hours |
| PRIORITY 3: Limited degradation of service (limited number of users or functions affected, business process can continue). | Remote: 3 within 8 hours
On-Site: 3 within 24 hours |
Remote: 3 within 8 hours
On-Site: 3 within 48 hours |
| PRIORITY 4: Small service degradation (business process can continue, one user affected). | Remote: 4 within 8 hours
On-Site: 4 within 24 hours |
Remote: 4 within 8 hours
On-Site: 4 within 48 hours |
Additional Notes:
- “On-Site” response times are contingent upon location, travel availability, and Client approval and availability.
- All response times refer to the initiation of remediation efforts, not guaranteed resolution.
- Off-hours response is provided on a best effort basis and may be subject to additional charges as specified in an applicable Statement of Work (SOW).
- All incidents must be reported through approved communication channels for SLO tracking.
