Service levels clarify response priorities, maintenance windows and issue tracking.
| Priority | Scenario | First response | Workflow |
|---|---|---|---|
| P1 Critical | Core service unavailable or broad network incident | Within 15 minutes | NOC priority handling and ongoing updates |
| P2 High | Single instance failure, packet loss or performance issue | Within 30 minutes | Scope confirmation and remediation guidance |
| P3 Standard | OS reinstall, config changes and billing questions | Within 4 hours | Handled by ticket order |