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