You need to be on an entry level bronze SLA to enjoy these response times
Provision of 1st and 2nd Line support services from 08:00 to 17:00, 5 days a week (excluding Saturday, Sunday and Public Holidays). Calls logged after 15:00 will be deemed as next business day calls measured against the criteria below unless the customer agrees to after hours support charges, which will be quoted on request. Remote access must be made available for assessment before an onsite callout will take place.
Priority Urgent - System Down or large percentage of users impacted.
Resolution time 8-12 hours.
Priority High - 20-49% of system not functional
Resolution time 12-16 hours.
Priority Normal - 10-19% of system not functional
Resolution time 16-48 hours
Priority Low - Minor problems (small number of users)
Resolution time 48-72 hours