---
title: "Service Level Agreements (\"SLAs\")"
description: "Service Level Agreements (\"SLAs\")"
---

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# Service Level Agreements ("SLAs")

 

| **Priority Level** | **Response Time** | **Updates on Progress** | **Restoration Time** | **Resolution Time** |
| --- | --- | --- | --- | --- |
| Outage Affecting All Users - Priority 1 | Within 15 minutes. | Updates on progress every 60 minutes | Fix or agree a work around solution ASAP but in any event within **2 hours** of the initial Call. | 24 hours from the initial Call made to register the Incident and agree an action plan. Timelines set-out in an agreed action plan become the ongoing measure of Supplier’s achievement of Resolution |
| Deliverability Affecting A Subset Of Users - Priority 2 | Normal business hours - within 6 hours Outside normal business hours - next business day Normal business hours are: Monday-Saturday from 7a-5p MST. Closed on Sundays and these US Federal observed and company holidays: Day before New Year’s Day New Year’s Day Birthday of Martin Luther King, Jr. Washington’s Birthday Memorial Day Independence Day Labor Day Day before or after Thanksgiving Day Thanksgiving Day Day before after Christmas Day Christmas Day | Updates on progress every 12 Hours until Resolution. | Fix or agree a work round ASAP but in any event within **24 hours** of the initial Call. | 40 days from initial Call made to register Incident. |
| Product Not Working As Expected - Priority 3 / Product Question - Priority 4 | Normal business hours - within 24 hours Outside normal business hours - next business day (Normal business hours are: Monday-Saturday from 7a-5p MST. Closed on Sundays and these US Federal observed and company holidays: Day before New Year’s Day  New Year’s Day Birthday of Martin Luther King, Jr. Washington’s Birthday Memorial Day Independence Day Labor Day Day before or after Thanksgiving Day Thanksgiving Day Day before after Christmas Day Christmas Day | Updates on progress every 1 Business Days until Resolution. | Fix or agree a work around ASAP but in any event within **7 Business Days** of the initial Call. | 90 days from initial Call made to register the Incident. |

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