Service Level Agreement
A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user on the level of service expected from the service provider.
SLAs are output-based, their purpose is specifically to define the timeline in which the Customer will receive the service. SLAs do not define how the service itself is provided or delivered.
Working Hours
Mon- Fri 10am - 5pm
SLA Clarification
The first response and resolution timings are defined as follows:
Based on priority, someone from our team will provide an initial response within the first response time, and the issue will be resolved within the resolution time.
Priority Classification
- Urgent: System down; immediate attention required.
- High: Key functionality unavailable.
- Medium: Minor bugs with workarounds available.
- Low: Non-critical issues.
If the issue does not require raising a Frappe ticket, it is likely to be resolved within the resolution time.
Here, you can see that "Resolved" and "Closed" indicate the status when the issue is resolved, while "Replied" indicates when someone from our side has responded to you.
