Issue Priority & SLA Definitions
Priority | Definition | Resolution Time |
---|---|---|
P0 | Severe problems resulting in complete work stoppage or lack of access for a majority of users. No alternatives or work-around identified and work/access cannot continue. | - Acknowledge Receipt within 1 hour - Fix within 24 hours - Workarounds will become P1 |
P1 | Critical issue which interferes with a major function of the Licensed Spresso Platform or causes major usability concerns with respect to the Licensed Spresso Platform or related Services. | - Acknowledge Receipt within 3 hours - Fix within 48 hours - Must provide status updates every 8 hours |
P2 | Material issue which interferes with a minor function of the Licensed Spresso Platform, but an acceptable work-around is in place. | - Acknowledge Receipt within 3 business days - Provide a workaround/fix within 10 business days |
P3 | Cosmetic issues such as typographical errors, misaligned text, or incorrect images. | - Acknowledge/fix within a reasonable amount of time |
Updated 5 months ago