Priority	Response Target Time	Neutralisation Target Time	Final Resolution Target Time
P1 - Critical Sustained loss of all service	15 Minutes	6 Hours	10 Days
P2 - Major Significant reduced functionality, capacity or resiliance	15 Minutes	6 Hours	30 Days
P3 - Minor No significant loss of service, capacity or resiliance	1 Days	5 Days	6 Months
P4 - Low General query or informational alarm	1 Days	30 Days	6 Months

The following support tickets are not meeting the above SLA agreement

Support Ref	Title	Customer	Status	SLA Status