Bespin Managed Services SLA Response Time SLA Advanced Professional Premium Enterprise Incidents P1 Incident (Production Down) 15 Minutes 15 Minutes 15 Minutes 15 Minutes P2 Incident (Production Impaired) 1 Hour 1 Hour 1 Hour 1 Hour P3 Incident (Limited Business Impact) 4 Hours 4 Hours 4 Hours 4 Hours P4 Incident (Minimal Business Impact) 24 Hours 24 Hours 24 Hours 24 Hours Service Requests P1 Request 24 Hours 24 Hours 15 Minutes 15 Minutes P2 Request 24 Hours 24 Hours 1 Hour 1 Hour P3 Request 24 Hours 24 Hours 4 Hours 4 Hours P4 Request 24 Hours 24 Hours 24 Hours 24 Hours