Support Services - Service Level Agreements Service Levels define targets for maximum elapsed operation time in providing support and resolving a problem.
Response times vary depending on problem severity.
There are typically four phases in resolving problems. When the nature of the problem has been determined. When a mutually-agreed upon plan is created to resolve the problem. This phase often requires additional work and negotiation between both parties to implement an acceptable solution Resolution or Reprioritization When an acceptable resolution or workaround is fully tested and provided to you. Sometimes a workaround alleviates the problem, but further analysis is required to ensure that it doesn't reoccur.