The hosting provider must inform the client about how it determines the importance of each incident if it occurs, and how it builds its work to eliminate it. This section may include other sections – the Response and the Resolve time.
It is clear that the faster the company reacts, the more attractive it looks to the client. For example, the SLA may say that the company responds to the client's request within an hour, but resolves the problem, say, for twenty-four hours. This is the right approach, which helps clients not to get confused in the definitions of Response time and Resolve time.