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