# 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 |

{% hint style="info" %}

### Key performance Indicators (KPIs)

{% endhint %}

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


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