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Response Time Targets

CRITICAL PRIORITY

00:02:42

HIGH PRIORITY

00:06:36

NORMAL PRIORITY

00:10:22

Pronet average response times for last 30 days

Having years of experience, great knowledge and great technical people is paramount to every single IT company. But for any business that relies heavily on their IT, having solid & reliable response times is equally if not even more important.

Here’s our promise to every business that partners with Pronet:

PriorityDefinitionSLA Target Response
P1 - CRITICALImpact – Company-wide impact, unable to perform mission critical business operations, with no workaround available.
Urgency – Immediate resolution required.
15 minutes
P2 – HIGHImpact – Department-wide impact, unable to perform mission critical business operations, with no workaround available.
Urgency – Immediate resolution required.
30 minutes
P3 – NORMALImpact – Interruptions to non-critical business tasks and a workaround is not available. Can potentially have an efficiency impact on the business.
Urgency – Impact restricted to individuals or small group of users.
24 hours
P4 – LOWImpact – Interruptions to non-critical business tasks and a temporary workaround is available. Also includes non-critical changes requested by client.
Urgency – No immediate impact on the system and/or the business.
1 week
P5 – MAINTENANCEImpact – Any maintenance work which has no immediate implications on the system.
Urgency – No immediate impact on the system.
2 weeks

* The above SLA table only applies to Pronet Managed Service clients


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