Priority / Rules Worksheet for a SLA

SLA Priority / Response Rules Worksheet Complete this form for every SLA. Client: _________________________ Agreement Number: __________________ Product: _________________________ Description: Renewal Date: ____________ Type: _________ Priorities / Response Requirements: (prototype entered) Case Priority Description Emergency Response Workaround Fix < 8 hours < 1 week Any field failure that results total, or near <1 hour total, lost of the routers functionality. Router can not be used without a fix. Any field failure that results substantial lost of the routers functionality. Router has limited use prior to a fix. <4 hours Critical < 1 days < 1 week Serious Any field failure that results in partial loss <1 day of functionality, or substantial loss of specific functionality where an alternative or workaround exists. Any field failure that results in an insignificant, or very limited, loss of functionality. Also, any field operations where the product is difficult to use. A field issue where product is functional but client desires a different implementation. < 2 days < 2 days < 2 weeks Mild < 1 week < 4 week Annoyance < 2 days N/A Next firmware release Mapping: (prototype provided) Client Priority Emergency Critical Serious Mild Annoyance Master Priority Priority 5 Priority 4 Priority 3 Priority 2 Priority 1