Origina commits to a contractually obligated Service Level Agreement (SLA) with all customers. The SLA ensures a response and resolution time based on the priority level of the ticket. Our IBM software support SLA for incidents and tickets is as follows: Priority 1 Business Critical component is inoperable or critical interface has failed. This indicates you are unable to use the program resulting in a critical impact on operations. SLA Response: Initial response within 30 minutes. Target Resolution: Within 6 hours.   Priority 2 The program or hardware is usable but is severely limited. SLA Response: Initial response is 2 business hours. Target Resolution: Within 1 business day.   Priority 3 The program or hardware is usable but with less significant components unavailable (not critical to operations). SLA Response: Initial response is 4 business hours. Target Resolution: Within 5 business days.   Priority 4 The problem causes little or no impact on operations or that a reasonable circumvention to the problem has been implemented. SLA Response: Initial response is within 1 business day. Target Resolution: Response time will be on agreement between both parties.