# 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.

NOTE

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

← Appendix A: Incident management escalation matrix Introduction – Settlement Management Guide →