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.