WPG · Service Excellence
Service Level Agreement
WPG Consulting provides high-performance IT Service Desk management with transparent commitments to uptime, response accuracy, and technical resolution across your entire enterprise footprint.
Find your priority
Answer a couple of quick questions and we'll point you to the right band — with the response and resolution times attached to it.
Browse all service levels
Select any card for the full definition, worked examples, and how it is measured.
Priority & severity mapping
Used to the older Severity 1–4 terms? Here's how they line up with today's priority bands. The current commitments above are what WPG measures against — the severity column is for translation only.
| Priority | Legacy term | Respond within | Covers |
|---|
Measurement & Performance Credits
Incident Measurement
Response time is measured from the moment a ticket is generated in the WPG Service Desk portal to our first meaningful human response. Resolution time includes all time the ticket is in an "Active" or "In Progress" state. The clock is paused when a ticket is pending client feedback, third-party vendor action, or scheduled maintenance windows.
Service Performance Credits
WPG stands behind its performance targets. Should a monthly attainment goal be missed for any priority level, a 5% service credit is applied to the following month's management fee for that specific service tower, capped at 15% total monthly management fee per contract year.