Service Level Agreements

Modified on Fri, 25 Jul at 4:52 PM

Incidents SLA Policy

Priority	Coverage	First Response SLA	Resolution SLA
Urgent	Business Hours	1 hr.	2 hrs.
High	Business Hours	3 hrs.	6 hrs.
Medium	Business Hours	4 hrs.	1 Business Day
Low	Business Hours	1 Business Day	2 Business Days

SLA Policy for other tickets types (Service Request/CR/Feature Request/Problem)

Priority	Coverage	First Response SLA	Resolution SLA
Urgent	Business Hours	1 hr.	Best Effort
High	Business Hours	2 hrs.	Best Effort
Medium	Business Hours	4 hrs.	Best Effort
Low	Business Hours	1 Business Day	Best Effort

* The time counter runs during business hours when the ticket is in an active status on Techdinamics side. However, when the ticket is awaiting for information from the Customer or is considered resolved, the counter is paused.