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Standard Business Hours of Monday – Friday 8AM to 5PM count against the following Service Level AgreementAgreements

• First Response SLA is 4 hours, this is a Reply to Customer
  (Please note you will see where we violated some SLA’s as in the past it was set to 2 hours): 4 hours

• Incident or Service Request Resolution is : 40 hours (1 week)

• Change Resolution is : 80 hours (2 weeks)

Standard First Response:

 Thank Thank you for submitting your BSR ticket, this .
This ticket has been assigned to <assignee name> and <he/she> will be contacting you for more information and/or explanation or support documentation.  Thanks

Sincerely, the
The BSR Team.

TipTools:
Use this view to monitor the New Unassigned Queue:
<https://captivate.atlassian.net/issues/?filter=10193>

Use this view to monitor Incidents and Service Requests by Time to Resolution:
https://captivate.atlassian.net/issues/?filter=10194

Use this view to monitor Changes by Time to Resolution:
https://captivate.atlassian.net/issues/?filter=10195

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