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Service Level Agreements

Managed Cloud Services – Response Time Service Level Agreements (SLA)

This Managed Cloud Services response time Service Level Agreement (“MCS SLA”) is a policy governing 2nd Watch’s response time to Client incident tickets. 2nd Watch will meet the MCS SLA in any given month 95% of the time. The MCS SLA response times are as follows:

Urgent SEV1: An incident or situation has occurred that is causing a total, critical service outage to Client-facing systems. Client business operations cannot continue or are severely compromised. The incident affects critical path processing, and there is no work-around available. 30 Minutes 

High SEV2: An incident or situation has occurred that is having a significant effect on the Client’s ability to conduct primary business operations. Client business operations may be, or are, at a risk of being compromised. The incident may affect critical path processing, and an effective work-around may be available. 1 Hour 

Normal SEV3: An incident or situation has occurred that is having a moderate effect on Client business processes. Client’s service is being affected, but not to the degree that the Client cannot continue normal business operations. 8 Hours 

Low SEV4: An incident or situation has occurred that is having minimal or no immediate effect on Client business processes. Client’s service is being affected, but not to the degree that the Client is unable maintain normal business operations. 24 Hours 

Very Low SEV5: Enhancement Request. A non-production classification used to track changes related to adding functionality that was not initially present. Typically, these are initiated by Clients. Best Efforts

Managed Cloud Services – Resolution Time Service Level Agreements (SLA) – Production Environments Only

Urgent SEV1: An incident or situation has occurred that is causing a total, critical service outage to Client-facing systems. Client business operations cannot continue or are severely compromised. The incident affects critical path processing, and there is no work-around available. 2 Hours 

High SEV2: An incident or situation has occurred that is having a significant effect on the Client’s ability to conduct primary business operations. Client business operations may be, or are, at a risk of being compromised. The incident may affect critical path processing, and an effective work-around may be available. 4 Hours 

Normal SEV3: An incident or situation has occurred that is having a moderate effect on Client business processes. Client’s service is being affected, but not to the degree that the Client cannot continue normal business operations. Best Effort 

Low SEV4: An incident or situation has occurred that is having minimal or no immediate effect on Client business processes. Client’s service is being affected, but not to the degree that the Client is unable maintain normal business operations. Best Efforts 

Very Low SEV5: Enhancement Request. A non-production classification used to track changes related to adding functionality that was not initially present. Typically, these are initiated by Clients. Best Effort