Response times are agreed in writing. This is a baseline template.
| Severity | Example | Response | Target |
|---|---|---|---|
| Critical | System down / major integration failure | Immediate | Same day |
| High | Sensitive-topic wrong answers | < 24 hours | 1–3 days |
| Medium | Workflow bug / degraded performance | < 72 hours | 3–10 days |
| Low | Minor improvements | Weekly | Next sprint |
Template only. Binding SLA is your signed agreement.