# Appendix B: Service Level Agreements

The timelines indicated in the following table are example target response times for handling incidents. They can act as a starting point for the Hub Operator to work out their own timelines.


The response cannot be an automated response.

Example incident response timelines and SLA
Incident severity Target response time

Severity 1

Within 2 hours

Severity 2

Within 4 business hours

Severity 3-4

Within 8 business hours

Last Updated: 9/21/2021, 2:40:19 PM