Application Service Levels
Support to platform, applications, use cases, dashboards, and all in scope will be delivered based on the established standards.
Incident Severity
The team will follow the below-outlined incident severity for prioritizing the incidents and activities:
Sev1
Production system unavailable, blocking business operations, affecting multiple business units/sites.
Sev2
The production system is available, but business operations are blocked due to some functionality that does not work as designed.
Sev3
Production system available, business operations running but not at the pace they should be due to functionality not working as designed.
Sev4
Production system available, business operations running at a normal pace, limited user impact.
Based on the service criticality and incident severity the service level ticket priority is defined below:
Application Criticality
Sev1 Sev2 Sev3 Sev4
Gold
P 1 P 2 P3 P4
Support Standards
All Services have the below SLA.
All supported services will have the following Business Hours and SLAs for all Incident severity.
8X5 – Working days
9AM - 5.30PM IST time M-F
Priority vs Response/Fix Targets
P1 P2 P3 P4
Incident Response
4 h 8 h 8 h 16 h
Incident Resolution
8 h 16 h 32 h 48 h
Important information regarding out of office/on-call support
If required, a separate agreement is to be signed along with resource sizing for 24x7 support
The customer provides WVD with VPN connectivity for support and an on-call facility. (Unavailability of WVD will have an impact on On-call support)
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