BUSINESS CONTINUITY

KPI&SLA Response Service

Milestone has three different priority service levels, set based on the impact that a problem may have on the normal operation of the solution and the urgency in restoring the service.

Impact levels

We have established the following impact levels:

Total

The entire network is inoperable (affecting more than 3⁄4 of users, sites or hardware).

Partial

Service is down on most sites (affecting between 1⁄4 and 3⁄4 of users, sites or hardware).

Low

One site or several users are affected (affecting less than 1⁄4 of the users, sites or hardware).

Urgency levels

And the following urgency levels, according to the criticality of the incident to the normal operation of the customer’s business:

Critical

The solution is completely inoperable, paralysing the entire business. The situation has a high financial impact for the customer.

High

The solution is partially operable and has a financial impact on the business.

Medium

The solution is partially operable, but has no financial impact on the business.

These two factors combined assign a priority level to incidents opened within the scope of the service provided, as shown in the table below.

		Impact levels
		Total	Partial	Low
Urgency levels	Critical	P1	P2	P2
	High	P2	P2	P3
	Medium	P2	P3	P3