SLA Subscriptions

Offered service level are bronze as a SCM standard (included), silver (opt.), gold (opt.), as further described in the table below.

• The following SCM priority level apply:

  • PL1 - priority level 1 - critical

  • PL2 - priority level 2 - high

  • PL3 - priority level 3 - moderate

  • PL4 - priority level 4 – low

The SCM service crew will verify the incidents impacts provided by the client and eventually modify it based on the following criteria.

Field	Description
Impact	Impact is a measure of the effect of an incident, problem, or change on business processes. You can choose between three Impact levels 1 - High (The whole service with all users is affected) 2 - Medium (One component of the service with just a few users is affected) 3 - Low (Just one user is affected)
Urgency	Urgency is a measure of how long the resolution can be delayed until an incident, problem, or change has a significant business impact. You can choose between three urgency levels 1 - High (Need to be fixed immediately, Start working on the incident directly) 2 - Medium (Need to be fixed soon, start working as soon as you can) 3 - Low (Need to be fixed, start working as soon as you can)
Priority	Priority is calculated according to the following sample data lookup rules: