Service Level Targets
Last updated: April 10, 2026
These public targets describe how Fanaticnode prioritizes support activity. Final contractual coverage, after-hours response, and any remedies or credits are governed by the signed service agreement and statement of work.
P1 - Critical
Server down, ransomware, total network outage
Response target
15 minutes
Resolution target
4 hours
P2 - High
Email outage, key application failure, multi-user issue
Response target
30 minutes
Resolution target
8 hours
P3 - Medium
Single-user issue, printer problem, degraded performance
Response target
2 hours
Resolution target
24 hours
P4 - Low
How-to requests, non-urgent changes, feature requests
Response target
4 hours
Resolution target
48 hours
Notes
- Priority assignment is based on operational impact, not arrival order alone.
- Coverage windows vary by managed-service tier and signed scope.
- Assessment and sales requests are typically answered within one business day.