This document defines the service level agreement (SLA) for incident and request management between ETS and our clients - including response, planning, and resolution times based on urgency and time of day.
SLA Response Matrix
Urgency
responsive time
Planning Time
Resolution Time
● Low
48
business hours
96
business hours
120
business hours
● Medium
24
business hours
48
business hours
72
business hours
● high
1
business hour
2
business hours
4
business hours
● Critical
15
minutes
30
minutes
1
business hour
SLA Response Matrix
mon
7AM–7PM
Regular
7PM–7AM
On-call
tue
7AM–7PM
Regular
7PM–7AM
On-call
wed
7AM–7PM
Regular
7PM–7AM
On-call
thu
7AM–7PM
Regular
7PM–7AM
On-call
fri
7AM–7PM
Regular
7PM–7AM
On-call
sat
-
all day
On-call
sun
-
all day
On-call
After-Hours Support
Toll-Free Emergency Line
1-855-683-3310
Available during all emergency on-call hours. Follow the prompts to engage emergency support.
1
Call the toll-free number and follow the automated prompts
2
Emergency call service records the issue and attempts to reach the on-call technician
3
If not immediately reachable, the technician will call back within 15 minutes
4
A ticket is automatically recorded in the ETS ticketing system
Emails to the Service Desk during emergency hours are not monitored. All emergency issues must be reported by phone via the toll-free number.
LOW
Minor issue with no impact to normal operations or service delivery.
Examples: Cosmetic defects, documentation errors, minor enhancement requests.
Medium
Moderate issue affecting some functions with a workaround available. Production mitigation options exist.
Examples: Intermittent errors, performance degradation, configuration issues.
high
Major issue affecting essential functions with no workaround. Severely impacts usability or performance.
Examples: System crashes, data loss, security breaches, service outages.
Critical
Urgent issue preventing system/service use entirely, or posing serious risk to business, safety, or reputation.
Examples: System failures, data corruption, security incidents, service interruptions.
