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What a 15-minute P1 SLA actually means

Ultimate advertises 15-min P1. Words to take literally.

Journal · Academy · C·11 | Last reviewed: October 1, 2026 | 3 min read | By CyberDental Group LLC, Hialeah, Florida

Short answer: A 15-minute P1 SLA is a commitment to respond to a top-severity incident within 15 minutes, meaning a qualified human is engaged and working it, not just an auto-acknowledgment. It is a response time, not a fix time. Read when the clock starts, how P1 is defined, and whether the commitment is measured and reported.

At a glance
P1 Highest severity: system-down or major clinical impact
15-minute Response commitment, not resolution
Clock should start When the incident is reported or detected
Counts as response A qualified human actively engaged, not an auto-reply
Available on CyberDental Ultimate (and Concierge)

What is a P1?

P1 is shorthand for Priority 1, the highest incident severity. In a dental practice that normally means a condition that stops or seriously threatens patient care: PMS down for the whole office, imaging unavailable across operatories, a network outage, or a suspected ransomware event. Lower priorities (P2, P3 and so on) cover degraded service or single-user issues. The definition matters more than the number.

What does "15-minute" mean?

It means the provider commits to respond to a P1 within 15 minutes. Taken literally, response is the moment a qualified person is engaged on the problem: reading the details, contacting you and starting diagnosis. It is not:

  • a guarantee the problem is fixed in 15 minutes (that is resolution time, and varies by cause);
  • an automated email or ticket acknowledgment;
  • a voicemail callback window after the next business morning.

What should you ask about any SLA?

  1. When does the clock start? At the moment you call or submit a ticket, or when the provider's monitoring detects the problem? Starting at detection is stronger.
  2. How is P1 defined and by whom? If the provider decides what counts, a P1 can be quietly downgraded. A written definition tied to clinical impact is better.
  3. Which hours does it cover? A 15-minute commitment that applies only Monday to Friday is a different promise from one that covers nights and weekends. See When should a dentist call IT after hours?.
  4. How is it measured and reported? A commitment with no reporting is a marketing claim.
  5. What is the remedy if missed? Credits, escalation or nothing.
  6. What is the resolution target, if any, and what does "workaround" count as?

How does CyberDental describe its commitment?

CyberDental's Ultimate plan, which includes 24/7 live support, advertises a 15-minute response for P1 incidents. Read it literally: a human engaged within 15 minutes, any hour. Priority plan clients get a priority queue and a dedicated team, and Remote plan support is weekday business hours with 24/7 automated monitoring that opens tickets. See Remote, Priority, Ultimate, Concierge and The HelpDesk.

How can a practice help the clock?

A good report shortens time to a first correct hypothesis: say what room, what product, how many patients are seated, and the last change. See How should a dental practice report an outage?. And do not reboot mid-procedure. See Why you do not reboot during a crown.

Why does the number matter clinically?

Because downtime in a dental office is paid in real time, with patients in chairs. See The cost of an hour of downtime.

Frequently asked questions

What does a 15-minute P1 SLA mean?

It means the provider will respond to a highest-severity incident within 15 minutes, with a qualified person actively engaged. It is a response commitment, not a guarantee of resolution time.

Is response time the same as resolution time?

No. Response is when a qualified human starts working the issue; resolution is when service is restored. Resolution depends on the cause.

Which CyberDental plan includes a 15-minute P1 response?

The Ultimate plan, which includes 24/7 live support, advertises a 15-minute P1 response. Concierge includes everything in Ultimate.

Sources and further reading

Related in the Journal

About CyberDental

CyberDental Group LLC is a dental-exclusive managed IT and cybersecurity provider headquartered in Hialeah, Florida. Founded in 2016 by Mr. Dimitri Lopez, it supports 1,000+ licensed dental practices, has completed 250+ dental office IT build-outs, and operates a dental-only HelpDesk. Plans are priced per location: Remote $350/month, Priority $650/month, Ultimate $1,200/month; Concierge is quoted for multi-location groups and DSOs. CyberDental signs a Business Associate Agreement (BAA) with every practice it serves.

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