# 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:

<table><thead><tr><th width="222">Activities in Supplier scope</th><th>Incident severity description</th></tr></thead><tbody><tr><td>Sev1</td><td>Production system unavailable, blocking business operations, affecting multiple business units/sites.</td></tr><tr><td>Sev2</td><td>The production system is available, but business operations are blocked due to some functionality that does not work as designed.</td></tr><tr><td>Sev3</td><td>Production system available, business operations running but not at the pace they should be due to functionality not working as designed.</td></tr><tr><td>Sev4</td><td>Production system available, business operations running at a normal pace, limited user impact.</td></tr></tbody></table>

Based on the service criticality and incident severity the service level ticket priority is defined below:

<table><thead><tr><th width="200">Service Level</th><th>Incident  Severity</th></tr></thead><tbody><tr><td>Application Criticality</td><td>Sev1                   Sev2                     Sev3                          Sev4</td></tr><tr><td>Gold</td><td>P 1                      P 2                          P3                              P4</td></tr></tbody></table>

### Support Standards

All Services have the below SLA.

All supported services will have the following Business Hours and SLAs for all Incident severity.

<table><thead><tr><th width="224">Availability </th><th>Support Hours</th></tr></thead><tbody><tr><td>8X5 – Working days</td><td>9AM - 5.30PM IST time M-F</td></tr><tr><td><strong>Priority vs Response/Fix Targets</strong></td><td>P1                      P2                         P3                            P4</td></tr><tr><td>Incident Response</td><td>4 h                      8 h                        8 h                          16 h</td></tr><tr><td>Incident Resolution</td><td>8 h                      16 h                       32 h                       48 h </td></tr></tbody></table>

### 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&#x20;
* 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)
