# AMS service level objectives (SLOs)
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The following table describes the goals of the AWS Managed Services (AMS) service. Service Level Agreements (SLAs) for other aspects of the AMS service, including incident management, are covered in the SLA document shared with you when you subscribed to AMS. For more information, speak to your CSDM.


**AMS Service Level Objectives**  


- **Change management**
  - **Performance Indicator (PI):** Time taken to schedule or reject automated RFCs / **Plus (Business Days, M-F 8AM to 6PM local time):** <=30 min / **Premium (Calendar Days, 24 x 7):** <=30 min
  - **Performance Indicator (PI):** Time of initiation of scheduled RFCs compared to scheduled execution time / **Plus (Business Days, M-F 8AM to 6PM local time):** <=1 min  / **Premium (Calendar Days, 24 x 7):** <=1 min 
  - **Performance Indicator (PI):** Time taken to approve/reject non-automated RFCs, available in CT catalog / **Plus (Business Days, M-F 8AM to 6PM local time):** <=48 hours / **Premium (Calendar Days, 24 x 7):** <=24 hours
  - **Performance Indicator (PI):** Time taken to approve/reject non-automated RFCs not available in CT catalog / **Plus (Business Days, M-F 8AM to 6PM local time):** <=5 days / **Premium (Calendar Days, 24 x 7):** <=5 days

- **Problem management**
  - **Performance Indicator (PI):** Time taken to complete root cause analysis (RCA)
  - **Plus (Business Days, M-F 8AM to 6PM local time):** <=10 days
  - **Premium (Calendar Days, 24 x 7):** <=10 days

- **Service request management**
  - **Performance Indicator (PI):** Response time for first and every subsequent reply
  - **Plus (Business Days, M-F 8AM to 6PM local time):** <=8 hours
  - **Premium (Calendar Days, 24 x 7):** <=4 hours