Service Level Agreement
SLA and service priority — clear commitments, every time
Brocent commits to defined response and resolution times for every support request. Our P1–P5 priority system ensures the right engineer and urgency level is applied to every incident.
STANDARD SERVICE WINDOW
8×5
Monday–Friday, 9 business hours per day. Emergency extension available for non-business hours and weekends.
PREMIUM SERVICE WINDOW
24×7
Available 24 hours, 7 days a week. Supports P1/P2 emergencies with 4-hour onsite response at any time.
Priority Definitions
P1–P5 response & resolution commitments
| Priority | Definition | First Response | Remote Support | Onsite | Resolution |
|---|---|---|---|---|---|
| P1 | Critical System service halted or severely degraded. Users cannot access any business resources. | 15 min | 30 min | 4 BH or Planned | 8 BH |
| P2 | High Part of the system halted or degraded. Users can access the system but encounter errors. | 15 min | 30 min | 4 BH or Planned | 24 BH |
| P3 | Medium Some users or systems have trouble accessing the system, but critical components are working. | 30 min | 60 min | NBD or Planned | 48 BH |
| P4 | Low Some system features have a problem or need improvement, but users can operate normally. | 60 min | 120 min | NBD or Planned | 48 BH |
| P5 | Routine No system issue — planned or routine IT request. | 60 min | 240 min | NBD or Planned | 72 BH |
BH = Business Hours. NBD = Next Business Day. Response times are subject to service window (8×5 or 24×7) and contract T&C.
Priority examples
Critical
- Some users cannot log in to critical systems
- Common IT tools (Email, Finance, HRIS) inaccessible
High
- System data cannot be read or written
- System performance very slow with obvious errors
Medium
- Some users face system errors
- Isolated access issues not affecting the wider team
Low
- User does not know how to use a system feature
- System feature improvement request
Routine
- New IT installation or settings
- IT offboarding tasks
- Password reset / user management
Priority Matrix
Impact × Urgency → Priority
Priority is determined by combining business impact level and urgency. Our service desk automatically applies this matrix when triaging every incoming ticket.
| Business Impact ↓ / Urgency → | Critical | High | Medium | Low |
|---|---|---|---|---|
| Critical | P1 | P1 | P2 | P4 |
| Serious | P1 | P2 | P3 | P4 |
| Medium | P2 | P2 | P3 | P4 |
| Minor | P2 | P3 | P3 | P4 |
Change Management
System change categories
EMERGENT
Must be made immediately to prevent business impact. Technical assessment and client approval mandatory before change.
HIGH
May cause limited impact. Change made immediately when client is available. Technical assessment and client approval required.
MEDIUM
Preventive change to address known issues or potential risk. Can be planned jointly with client.
LOW
Performance improvement change. Can be planned jointly with client with no urgency.
Want to discuss your SLA requirements?
Every Brocent engagement is backed by a written SLA. Talk to our team to discuss response times, service windows, and the right plan for your business.