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Increff Product SLAs

System SLA Metrics

System SLA’s are defined by both severity of the issue and also the cause of the issue. For e.g. An issue may be severe, but if the cause of the issue is very difficult to solve, then it may take longer to resolve.

Definitions

ItemDefinition
P1Software system is inaccessible or disruption of service as a result of bug, system configuration issues, data inconsistency issue
P2Minor usability fixes or feature requests which take less than 2 weeks to implement
P3Major usability fixes or feature requests which take 2 weeks to 4 months to implement
MATMutually agreed timeline
RCARoot cause analysis
TTRTime to respond
TTFTime to fix

SLA (In Hours)

  • P1 SLA includes 12 business hours x 6 days (i.e.  excluding Sundays and public holidays)
  • P2, P3 SLA includes business days only (i.e. excluding weekends and public holidays)
PriorityRCATTRTTFTotal
P1System inaccessible due to networking, operating system, cloud related issues448
P1Minor Bug which takes less than 1 day to fix8816
P1Major Bug which takes more than 1 day to fix82432
P1Software scalability issues84048
P1Data inconsistency issues (if any)84048
P2Minor usability fixes or feature requests which take less than 2 weeks to implement80MATMAT
P3Major usability fixes or feature requests which take 2 weeks to 2 months to implement160MATMAT

 

Notes

  • P2 and P3 will be taken only if the request makes sense as part of the product (feature wise or architecturally) and can be accommodated in the road-map
  • In case the Service Provider needs some data / responses from the client to fix the P1 issue, then SLAs will be affected by the response times of the client.
  • SLAs can also get affected because of ecosystem related issues. Please read the assumptions carefully.
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