Service Level Agreement (SLA)

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.