• 10 Years in Microsoft Dynamics

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Service Level Impact Priority Response Time Escalation Threshold
Service Not Available (critical IT services unavailable) 1 (urgent) Within 2 Hours 4 Hours
Significant Degradation (critical IT services impaired) 2 (high) Within 4 Hours 8 Hours
Limited Degradation (non-critical IT services impaired) 3 (medium) Within 24 Hours 48 Hours
Enquiry 4 (low) Within 48 hours 96 Hours