A Service Level Agreement (SLA) is the legal commitment between an IT service partner and a client outlining expected response times, escalation matrices, and priority categorizations.
Priority Matrix Breakdown at Prydelix:
- P1 (Critical Breakdown): Core server offline, internet gateway failure, all network down. SLA: < 2 Hours Response.
- P2 (High Priority): Executive workstation down, switch/router issue, printer offline for multiple staff. SLA: < 4 Hours Response.
- P3 (Routine Requests): Software installation, new employee onboarding, password reset. SLA: < 8 Hours Guaranteed.