Customers receiving Managed Services from our company are subject to the following priority and severity levels defined in the Support Portal.
Support Portal Ticket Type | Support Portal Priority | Definition |
|---|---|---|
Incident | Critical | Business-critical situation. A critical function of the application is not available. |
High | Major business impact. An important function of the application is not available. | |
Medium | A key function of the application is degraded or performing poorly. | |
Low | A non-critical function is not working as expected, or there is a time-sensitive development-related inquiry. | |
Other than 'Incident' | N/A | General development questions or feature requests. |
If the service type is ‘MSP’, the response targets based on Support Portal priority are as follows:
Priority | Standard Contract | Premium Contract | ||||
|---|---|---|---|---|---|---|
| Response Time | Resolution Time | SLA Compliance | Response Time | Resolution Time | SLA Compliance | |
Critical | 30 minutes | 12 hour | 85% | 15 minutes | 4 hour | 95% |
High | 1 hour | 24 hour | 1 hour | 8 hour | ||
Medium | 2 hour | 5 day | 2 hour | 24 hour | ||
Low | 4 hour | 4 hour | 48 hour | |||
If the service type is ‘IBM’, ‘AWS’, or ‘Azure’, the Support Portal priorities are handled with the following response time targets:
Ticket Type | Priority | Response Time |
|---|---|---|
Incident | Critical | 15 minutes |
High | 1 hour | |
Medium | 4 hour | |
Low | 12 hour | |
Other than 'Incident' | N/A | 24 hour |