The incident priority will determine the service levels, as follows:

 

Priority Response Time

High Priority (P1)

A service that has a critical impact to business operations 

 

A breached account where security of the environment may be compromised (i.e. Global Administrator account) 

 

A service that was previously working is no longer working for ALL users.

 

 

 

2 Hours

Normal Priority (P2)

A service that has a non-critical business operation or a workaround is available. 

 

A service that was previously working that is no longer working for some or one user(s)

 

 

4 Hours

Advisory

A business operation having no current business impact, service question, training, or technical pre-sales consultancy  

 

Next Business Day

 

As calls may be passed to a third-party provider to resolve, Westcoast is unable to guarantee a resolution time with our service levels.

Microsoft Severity and responsiveness

Initial Response Time is the period from when you submit your support request to when a Microsoft Support Engineer contacts you and starts working on your support request. The initial response time varies with both the support plan and the business impact of the request (also known as severity).

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* Please be advised that the Microsoft Support Developer Team (PG Team) does not have set SLAs with the resellers & end customers.

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