Technical Support Strategy (vulnerabilities & technical remediation steps): Issues are categorized in 5 categories; response and resolution is based on severity type.
• We provide technical support through email, remote connection and phone.
• The issues will be closed within 24-48 hours based on urgency and severity of the problem
SLA Matrix for handling bugs and enhancements
Most of issues/requests are resolved on the same day; resolution time against each severity is as follows:
S.NO. |
Severity Level |
Description of Issue |
Response Time |
Resolution Time |
1 |
Severity Level 1 |
Either all or most of the users of the product not able to work further. |
Immediate |
2-4 hours |
2 |
Severity Level 2 |
Not a stopping issue but needed priority. |
Immediate |
With in 24 hours of issue notification. |
3 |
Severity Level 3 |
Not a stopping issue and not high priority. |
Immediate |
With in 48 hours of issue notification. |
4 |
Severity Level 4 |
Minor Enhancements |
No defined time. |
24-48 hours |
5 |
Severity Level 5 |
Other Enhancements |
No defined time. |
1 Week timeframe for customized requests. |
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