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
Service Level Target
Key performance Indicators (KPI)
Service Requests /Incidents
95,00 % within SLA
Limitation
As long as subscriptions exists
Last updated
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