AutomationEdge
Product Support SLA & Escalation Matrix

AutomationEdge
Product Support SLA & Escalation Matrix

Priority Response Time Resolution Time Impact Level Dependencies & Exceptions
Priority 1 60 Minutes 8 Hours (if no engineering dependency)
2 Business Day (if engineering involvement is required)		 Service outage or major application issue, making the product unusable
  • If the issue is due to a third-party dependency, resolution may take longer.
  • Engineering team will be engaged immediately for critical issues.
Priority 2 2 Business Hours 1 Business Day (if fix is in existing configuration)
Up to 3 Business Days (if code changes are required by engineering)		 Large number of users impacted; no workaround available.
  • Requires confirmation from affected users before escalation.
  • Engineering team involvement may extend resolution.
Priority 3 4 Business Hours 3 Business Days (if workaround is available)
Up to 7 Business Days (if engineering fix is required)		 Small user base impacted OR large user base impacted with a workaround.
  • If workaround requires user training, additional time may be required.
  • Engineering fixes will follow standard release cycles unless urgent.
Priority 4 6 Business Hours 5 Business Days (if no engineering work needed)
Next scheduled release (if engineering work is required)		 No user impact.
  • Requests raised outside business hours will be addressed in the next working window.

Business Hours & Exceptions

Days Support Hours Exceptions
Monday – Friday 24×5 Support Public holidays may impact response time.
Saturday – Sunday 9:30 AM – 6:30 PM IST Only critical (P1) issues will be addressed.

Escalation Matrix

Escalation Level When to Escalate? Point of Contact Email
L1 (Support Team) If the issue is not resolved within 75% of SLA time Support Team N/A (Handled via Ticketing System)
L2 (Support Manager) If SLA time is breached at L1 Support Manager [email protected]
L3 (Escalation Team) If the issue remains unresolved at L2 Escalation Team [email protected]