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SLA Tier
Calculator.

Match system criticality to an appropriate support tier. Six questions about how your organization actually operates — tier follows operational dependency, not industry sector.

◴Response targets
◈Criticality based
⌁Client-side only

Find the tier that fits your dependency

Answered in your browser · no server calls
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Six QuestionsConsequence, tolerance, reach, relationship and coverage
0 of 6 answered
Please answer all six questions.
Evaluated entirely in your browser. Nothing you select is sent to any server or stored.
Reference

The four service tiers

Tier assignment follows operational criticality and dependency, not client sector. A general IT client is equally eligible for Tier 1 if the services involved are mission-critical to their operations.

Tier 1
Mission Critical

Failure causes an operational halt, revenue or data loss, regulatory breach, or clinical risk.

P1 response: 1 hour
Tier 2
Professional

Significant daily dependency, but workarounds sustain operations for several hours.

P1 response: 2 hours
Tier 3
Standard

Vendors, project partners and general managed IT. Disruption is inconvenient, not halting.

P1 response: 4 hours
Tier 4
Essential

Embedded consultants and minimal-touch support of a limited system scope.

P1 response: 4 hours
A tier is a commitment, not a label

Let's agree the right one for your systems.

Tier is set at contract inception based on the full service scope. Where several service lines differ in criticality, the highest tier governs the agreement.

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