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:

Activities in Supplier scope	Incident severity description
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:

Service Level	Incident Severity
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.

Availability	Support Hours
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)