Priority Levels. Symetra-defined category that identifies the degree of Incident importance and associated ACS response requirements attributed to an Incident. Confidential Information Page 13 Table of Contents Reporting Interval – The time span between regular performance reporting periods. SL1 (Storage Level 1) – SAN storage based upon a utility pricing model which is subject to storage SLAs requiring data set restoration to commence within 3 hours or less following a request. SL1 applies to both mainframe and midrange/server systems. SL2 (Storage Level 2) – SAN storage based upon a utility pricing model which is subject to storage SLAs/SLRs requiring data set restoration to commence within 8 hours or less following a request. SL2 applies to both mainframe and midrange/server systems. Scheduled Time – The time during which Service is to be operational as designated in the applicable SLR table. Service Level Requirement (SLR) – The percentage of time or instances that the Target SLR must be met. Target – The desired level of service Symetra is seeking for that particular SLA/SLR.
Appears in 2 contracts
Sources: Information Technology Services Agreement (Symetra Financial CORP), Information Technology Services Agreement (Symetra Financial CORP)