PRIORITY LEVEL METRICS

Service Level Management involves the activities and services covered by the SLA (Service Level Agreement) and must be built around measurable events. These measurable events ensure the SLA is meeting performance standards and that clients expectations are being met. This chart will help set appropriate expectations for our clients.

PRIORITY	DESCRIPTION	TARGET
Urgent	Any disruption that effects multiple users. Web Server Down Mail Server Down Network Completely Down Web Site NOT coming up Firewall Down Virus Running Wild	5 Minutes
Medium	A disruption that effects some users. Network Partially down Web Server Issue Virus Help SSL Security Help E-Commerce Help Network Security Help	Within 1 Hour
Low	A disruption that effects one user. Workstation Down Network Issue Email Help FTP Issue HTML Help Image Help REAL audio/video Help Domain Name Issue Back End Application Help Database Help Tech Questions Other	Within 4 Hours