SLA Management

    Below is the SLA parameters set for all tickets. Escalation emails will be notified to entire group before 5 minutes of the due time and an escalation notification will be triggered by system automatically everyday once SLA is not met.

      

    SLA 

    Incident Management 

    Incident Management 

    Incident Management 

    Incident Management 

      

    SLA Description 

    Priority 1 (Critical)  

    Priority 2 (High)  

    Priority 3 (Medium)  

    Priority 4 (Low)  

    Response 

    Service Level 

    15 min 
    95% 

    30 min 
    95% 

    2 hours 
    95% 

    7 hours 
    95% 

    Resolution 

    Service Level 

    2 hours  
    95% 

    6 hours  
    95% 

    16 hours 
    95% 

    24 hours 
    95% 

     

     

     

     

     

     

      

      

    SLA 

    Request Management 

    Request Management 

    Request Management 

    Request Management 

      

    SLA Description 

    Priority 1 (Critical)  

    Priority 2 (High)  

    Priority 3 (Medium)  

    Priority 4 (Low)  

    Resolution 

    Service Level 

    4 hours 
    95% 

    8 hours 
    95% 

    16 hours 
    95% 

    24 hours 
    95% 

     Escalations to individual managers / reporting hierarchy has to be set for every group as we have too many schedulers to be setup at this point of time.


    *** Note: Response time is same for the Request Management as Incident Management. 

     

    Published