Bronze SLA Package Terms
Overview
The Bronze SLA Package provides essential baseline service level commitments for Engagements. This tier offers fundamental support coverage suitable for non-critical systems and standard business hour requirements.
Response and Resolution Times
Business Hours Definition: For this SLA tier, Business Hours are defined as 8x5 support: Monday through Friday, 9AM to 5PM synchronized to customer’s time zone, excluding holidays.
| Priority | Response Time | Resolution Time |
|---|---|---|
| 1 | 1 Business Hour | 4 Business Hours |
| 2 | 2 Business Hours | 8 Business Hours |
| 3 | 4 Business Hours | 3 business days |
| 4 | 2 Business days | 4 business days |
| 5 | 2 Business days | 5 business days |
| 6 | Best Effort | Best Effort |
Service Quotas and Limits
Note: Specific numeric limits for Monthly Incidents, Quarterly P1 Incidents, and Out-Of-Band Change & Release quotas to be defined in future update.
| Quota | Limit | Extensible |
|---|---|---|
| Monthly Incidents | To be specified | Yes, Bundles |
| Quarterly P1 Incidents | To be specified | Yes, Per Incident |
| Out-Of-Band Change & Release | To be specified | No |
| VIP User Designations | 5 | For certain users |
Service Level Commitments
Response Times
Response times are measured from the time an incident is reported to when initial acknowledgment and assessment begins. Priority 1 incidents receive response within 1 Business Hour, with graduated response times for lower priority issues as detailed in the table above. All response and resolution times are measured in Business Hours as defined for this SLA tier.
Availability Guarantees
Service availability commitments and uptime guarantees are defined based on the priority level and service tier. Priority 1 incidents are addressed with highest urgency to minimize service disruption.
Support Coverage
Bronze SLA provides support coverage during standard business hours (8x5 or 8/5 support Monday through Friday, 9AM to 5PM synchronized to customer’s time zone) with escalation paths for critical (Priority 1) incidents. VIP user designations provide a priority bump for up to 5 users, ensuring their requests receive expedited handling. After-hours and holiday support not included but available for time and materials.
Scope of Services
Included Services
- Incident management and resolution within defined SLA timeframes
- Standard business hours support
- Monthly incident quota with bundle extensibility
- Quarterly Priority 1 incident handling with per-incident extensibility
- VIP user designation for up to 5 users
Exclusions
- Out-of-band change and release management (not extensible at this tier)
- After-hours support for non-critical incidents
- Advanced performance tuning
- Custom development work
Performance Metrics
Uptime Commitments
Uptime commitments are tracked and reported on a monthly basis, with service level objectives defined based on the criticality of systems under management.
Resolution Targets
Resolution targets are priority-based, ranging from 4 hours for Priority 1 incidents to best effort for Priority 6 requests, ensuring appropriate resource allocation based on business impact.
Service Credits
Service credits may apply when committed response times or resolution times are not met, subject to the terms of the underlying service agreement. Credit calculations are based on the severity and duration of service level breaches.
Additional Terms
This Bronze SLA tier is designed for organizations requiring baseline support with flexibility to extend capacity through incident bundles. The 8x5 support window (Monday through Friday, 9AM to 5PM synchronized to customer’s time zone) provides consistent coverage during standard business hours. VIP user designations ensure key personnel receive priority handling within the Bronze tier service parameters, with after-hours and holiday support available for time and materials when needed.