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Service Levels

To meet the service levels defined for your service, we use service level definitions to priorities the handling of Incidents and Service Requests. We strive to meet our response time objectives using commercially reasonable efforts given the Priority Level defined, where:

  • You define the Impact and

  • We define the Urgency.

The priority level of Incidents and Service Requests is determined by their Impact and Urgency, as set out in the pages:

Service Levels - Incidents
Service Levels - Service Requests

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