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.