Service Level Objectives
RSA
has established guidelines for initial technical response, ongoing work
effort and communication frequency based on contracted support coverage
and issue severity, as noted below. The following service level
objectives (SLOs) are intended to provide a framework for setting
mutual expectations, rather than to serve as a guarantee regarding RSA
support resolution efforts.
Service Level Objectives for Basic Support
|
| 1 | 2 hours (9 x 5) | Continuous 9 x 5 during customer business hours until relief identified | Once per day (business day only) |
| 2 | 4 hours (9 x 5) | Daily, during customer business hours only | Every 2 to 3 days (business day only) |
| 3 | 8 hours (9 x 5) | Weekly, during customer business hours only | Once a week |
| 4 | 12 hours (9 x 5) | Every other week during customer business hours | Once a month |
Service Level Objectives for Enhanced Support
|
| 1 | 1 hours (24 x 7) | Continuous 24 x 7 until relief identified | Every 3 to 4 hours, 7 days/week |
| 2 | 3 hours (24 x 7) | Daily, during customer business hours | Once per day, business hours |
| 3 | 4 hours (9 x 5) | Weekly, during customer business hours only | Once a week |
| 4 | 10 hours (9 x 5) | Every other week, during customer business hours only | Twice a month |
Service Level Objectives for RSA Consumer Hosted Services
|
| 1 | 1 hours (24 x 7) | Continuous 24 x 7 until relief identified | Every 3 to 4 hours, 7 days/week |
| 2 | 3 hours (24 x 7) | Daily, 9 x 5 | Once per day, business hours |
| 3 | 4 hours (9 x 5) | Weekly, 9 x 5 | Once a week |
| 4 | 10 hours (9 x 5) | Every other week, 9 x 5 | Once a month |