Service Level Objectives
- Priority 1 – Extensive, widespread impact. Multiple departments affected with no workaround available. SLO: Four hours.
- Priority 2 – Significant impact. Entire department affected or business process functionality only partially available, with no workaround. SLO: Eight hours.
- Priority 3 – Moderate impact, limited to a single group or team. Workaround is available. SLO: Five days.
- Priority 4 – Minor impact, usually a single user. Resolution is not time-sensitive. SLO: 30 days.