diff --git a/Legal/Master_Service_Agreement.md b/Legal/Master_Service_Agreement.md
index e07584f..bd883ae 100644
--- a/Legal/Master_Service_Agreement.md
+++ b/Legal/Master_Service_Agreement.md
@@ -223,17 +223,27 @@ To ensure effective service delivery, clients agree to:
 
 ## Service Response Policy
 
-digiBandit is committed to providing fast and effective IT support for all clients.
+digiBandit is committed to providing fast and effective IT support for all clients. Response and resolution targets are based on the priority of the issue.
 
-### Response & Resolution Commitment
+### Response & Resolution Targets
 
-- **Response Time:** We'll respond to all support requests within 1 hour during business hours
-- **Average Reply Time:** Most requests receive a response within 15 minutes
-- **Resolution Time:** We work towards a resolution as soon as reasonably possible, with an average of 3 hours for most issues
+| Priority | Description | Response Time | Resolution Target |
+|----------|-------------|---------------|-------------------|
+| **High** | Service outage or issue affecting multiple users | 30 minutes | 4 hours |
+| **Medium** | Issue affecting individual user productivity | 4 hours | Best effort |
+| **Low** | Minor inconvenience, feature request, general inquiry | 8 hours | Best effort |
 
-### Business Hours, Methods of Contact & Support Times
+- **Response Time** is the maximum time to acknowledge and begin working on your request during business hours
+- **Resolution Target** is the goal for resolving the issue; actual resolution time may vary based on complexity
 
-View our hours, details and more on our [Methods of Contact](Methods_of_Contact.md) digiDoc.
+### Business Hours
+
+- **Monday to Friday:** 8:00 AM to 8:00 PM (Atlantic Time)
+- **Saturday & Sunday:** 12:00 PM to 5:00 PM (Atlantic Time)
+
+SLA timers only count time during business hours. A request submitted Friday at 7:00 PM will have its response timer start at 8:00 AM Monday (or 12:00 PM Saturday if weekend hours apply).
+
+View additional contact methods and details on our [Methods of Contact](Methods_of_Contact.md) digiDoc.
 
 ### Exclusions & Limitations