AutomationEdge
RESPONSE SLA
AutomationEdge
RESPONSE SLA
• PRIORITY 4
- 6 BUSINESS HOURS
When there is no impact on users
• PRIORITY 3
- 4 BUSINESS HOURS
When there is impact on a small number of user base or impact on a large number of users, but a workaround exists
• PRIORITY 2
- 2 BUSINESS HOURS
When a large number of users are impacted and no workaround exists
• PRIORITY 1
- 30 MINUTES
When there is a service outage or a major application problem, making it impossible to use the product.
• Business Hours:
- Mon-Fri:24*5
- Sat-Sun:9.30AM to 06.30 PM IST