Priority 2 - 1 Priority 2 - 1 Bus Day Bus Day (90% of (90% of Requests Requests Priority 3 - Priority 3 - 2 Bus Day 2 Bus Day (90% of (90% of Requests) Requests) Priority 4 - 3 Priority 4 - 3 Bus Days Bus Days (90% of (90% of Requests) Requests) SR Completion 3 Business 2 Business Day Priority 1 - 1 2 Business Priority 1 - 1 days Bus Day Days Bus Day (90% of (90% of Requests) Requests) Priority 2 - 2 Priority 2 - 2 Bus Day Bus Day (90% of (90% of Requests) Requests) Priority 3 - Priority 3 - 5 Bus Day 5 Bus Day (90% of (90% of Requests) Requests) Priority 4 - Priority 4 - 10 10 Bus Days Bus Days (90% of (90% of Requests) Requests) Incident 24 hrs. 8 hrs. Priority 1 - 4 hrs. Priority 1 - Response 15 15 Min (95% Min (95% of of incidents) incidents) Priority 2 - Priority 2 - 30 30 Min (90% of Min (90% of incidents) incidents) Priority 3 - 1 Priority 3 - 1 Hour (90% Hour (90% of of incidents) incidents) Priority 4 - 8 Priority 4 - 8 Hours (90% Hours (90% of incidents) of incidents) Priority 5 - 3 Priority 5 - 3 Bus Bus
Priority 2 - 1 Bus Day (90% of Requests Priority 2 - 1 Bus Day (90% of Requests Priority 3 - 2 Bus Day (90% of Requests) Priority 3 - 2 Bus Day (90% of Requests) Priority 4 - 3 Bus Days (90% of Requests) Priority 4 - 3 Bus Days (90% of Requests) SR Completion 3 Business days 2 Business Day Priority 1 - 1 Bus Day (90% of Requests) 2 Business Days Priority 1 - 1 Bus Day (90% of Requests) Priority 2 - 2 Bus Day (90% of Requests) Priority 2 - 2 Bus Day (90% of Requests) Priority 3 - 5 Bus Day (90% of Requests) Priority 3 - 5 Bus Day (90% of Requests) Priority 4 - 10 Bus Days (90% of Requests) Priority 4 - 10 Bus Days (90% of Requests) Incident Response 24 hrs. 8 hrs. Priority 1 - 15 Min (95% of incidents) 4 hrs. Priority 1 - 15 Min (95% of incidents) Priority 2 - 30 Min (90% of incidents) Priority 2 - 30 Min (90% of incidents) Priority 3 - 1 Hour (90% of incidents) Priority 3 - 1 Hour (90% of incidents) Priority 4 - 8 Hours (90% of incidents) Priority 4 - 8 Hours (90% of incidents) Priority 5 - 3 Bus Priority 5 - 3 Bus