Service Level Agreement (sla) Template

Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

• 
  0-8 hours (during business hours) for issues classified as High priority.
  
• 
  Within 48 hours for issues classified as Medium priority.
  
• 
  Within 5 working days for issues classified as Low priority.
  

Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.

Company address
Incorporation Number 0000000