|Severity||Definition||SLA hours||Response time|
|Critical||Any issue leading to website downtime or severe functionality and service loss||24x7||15 minutes|
|High||Issue causing slow transaction or webpage speeds, loss of non-critical functionality||09:00 – 17:30||4 hours|
|Medium||Modification to AWS service, non-service affecting issues and errors, End user issues for non-critical updates or problems||09:00 – 17:30||8 hours|
|Request||Any request for information||09:00 – 17:30||24 hours|
At Rebura, we love talking passionately about how the cloud can help transform your business. Whether an existing or new cloud infrastructure, why not sit down with us and see how you could benefit?