We will have four levels of priority in our SLA:
1. Critical: the issue impacts a lot of users, or other emergency situations.
Target response: Within 1 hour
Target result: Within 2 working days

2. High: the issue that prevents user from doing their work or affects the class.
Target response: Within 2 hours
Target result: Within 3 working days

3. Medium: the request that will improve user experience.
Target response: Within 4 hours
Target result: Within 5 working days

4. Long-term task: the request that’s not urgent or needs a long time to finish
This type of tickets will not have any SLA deadline attached to it