> For the complete documentation index, see [llms.txt](https://trustcenter.syntphony.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://trustcenter.syntphony.com/products/syntphony-compliance-management/support-model/sla-subscriptions.md).

# 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.

<table><thead><tr><th width="231">Field</th><th>Description</th></tr></thead><tbody><tr><td><strong>Impact</strong></td><td><p><strong>Impact</strong> is a measure of the effect of an incident, problem, or change on business processes.</p><p>You can choose between three Impact levels</p><p><strong>1 - High</strong> (The whole service with all users is affected)</p><p><strong>2 - Medium</strong> (One component of the service with just a few users is affected)</p><p><strong>3 - Low</strong> (Just one user is affected)</p></td></tr><tr><td><strong>Urgency</strong></td><td><p><strong>Urgency</strong> is a measure of how long the resolution can be delayed until an incident, problem, or change has a significant business impact.</p><p>You can choose between three urgency levels</p><p><strong>1 - High</strong> (Need to be fixed immediately, Start working on the incident directly)</p><p><strong>2 - Medium</strong> (Need to be fixed soon, start working as soon as you can)</p><p><strong>3 - Low</strong> (Need to be fixed, start working as soon as you can)</p></td></tr><tr><td><strong>Priority</strong></td><td><p>Priority is calculated according to the following sample data lookup rules:</p><p></p><p><img src="https://1989287880-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FIo1akBSABAi2iVkoswhZ%2Fuploads%2Fv5PfpciDMElNOnUgx6SN%2Fimage.png?alt=media&amp;token=4861bd27-19bd-4f88-bfbf-86524a629711" alt="" data-size="original"></p></td></tr></tbody></table>


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