Loading
Response is when a human replies. Resolution is when the customer agrees it is fixed.
| Severity | Definition | First response | Update every | Resolution target |
|---|---|---|---|---|
| Sev 1 | Unusable for all users, or data at risk | 1 hour | 1 hour | 4 hours |
| Sev 2 | A major function unusable, workaround exists | 4 business hours | 1 business day | 2 business days |
| Sev 3 | Degraded, or affecting one user | 1 business day | 3 business days | 5 business days |
| Sev 4 | Question or cosmetic | 2 business days | — | Best effort |
Numbers here are a common starting point, not a promise you have to make. Change them to what you can actually meet.
The part that settles disputes.
| Rule | Statement |
|---|---|
| Business hours | [09:00–18:00, Monday to Friday, excluding public holidays in [place]] |
| Sev 1 hours | Sev 1 clocks run 24/7. All other severities run in business hours only. |
| Clock starts | When the ticket is created, not when it is read. |
| Clock pauses | While waiting on the customer for information or access. |
| Clock resumes | When the customer replies, not when an agent next opens it. |
| Severity changes | Either side may propose a change; the clock re-based from the change, not retrospectively. |
| Breach | Recorded on the ticket and reported monthly. [State any credit here, or say there is none.] |
The pause rule is the one that gets argued about. Write it before you need it.
They are a common starting point. Set targets you already meet nine times out of ten, then tighten.