Service Level Agreement
Standard Support – 9 AM – 6 PM IST (Monday – Friday) Limited Support on Saturday & Sunday
Company can contractually promise Initial Response Time (IRT) since that is in the control of the company. For Resolution Times, company can give the best-effort time of 4-6 hours for most of the P1 issues. Company cannot contractually promise Resolution time since resolution time depends on the nature of the issue.
| Standard Support | |
|---|---|
|
Priority 1 |
4 Business Hours |
|
Priority 2 |
1 Business Day |
|
Priority 3 |
2 Business Days |
Priority 1: Business-critical. Available only for production systems; Represents a complete loss of service; a significant functionality that is completely unavailable; data loss; no workaround exists. This does not include installation issues or problems in staging environments.
Priority 2: Severe impact. Product inconsistency significantly decreases productivity; a workaround may be available.
Priority 3: Degraded operations. Product inconsistency slightly impairs productivity; a workaround may be available. Includes feature requests and cosmetic defects.
Escalations: In case of escalations, you are free to email below contacts.
* Customer Support Manager. – Shrikant Kinikar – shrikant.k@technobase.in
* Account Manager – Shivani Patil – shivani_patil@technobase.in
* Director Global Channels – Mr.Sachin Bansod – sachin.bansod@technobase.in