Incident

Reaction Times Incident per Priority Level (PL)

Priority Level (PL
SCM GOLD KPI Target
SCM Silver KPI Target
SCM Standard / Bronze KPI Target
Best Effort

PL1 (Critical)

4 h

12 h

24 h

Not applicable

PL2 (High)

16 h

24 h

36 h

Not applicable

PL3 (Medium)

16 h

24 h

64 h

Not applicable

PL4 (low)

24 h

48 h

96 h

Not applicable

Resolution Times Incidents per Priority Level (PL)

Priority Level (PL
SCM GOLD KPI Target
SCM Silver KPI Target
SCM Standard / Bronze KPI Target
Best Effort

PL1 (Critical)

8 h

12 h

Not applicable

Not applicable

PL2 (High)

16 h

24 h

Not applicable

Not applicable

PL3 (Medium)

32 h

64 h

Not applicable

Not applicable

PL4 (low)

64 h

128 h

Not applicable

Not applicable

Key performance Indicators (KPIs)

Service Level Target

Key performance Indicators (KPI)

Service Requests /Incidents

95,00 % within SLA

Limitation

As long as subscriptions exists

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