All incidents are classified as level 1 to 3 depending on their impact and urgency:

Service Level Performance Pledge

Level - 1
High

  • Acknowledge receipt of problem report within 2 hours
  • Target to resolve problem within I day 

Level - 2
Medium

  • Acknowledge receipt of problem report within 1 day
  • Target to resolve problem within 3 days 

Level - 3
Low

  • Acknowledge receipt of problem report within 1 day
  • Target to resolve problem within 5 days 

All service requests are classified as level 1 to 3 depending on their impact and urgency:

Service Level

Performance Pledge

Level – 1
  • Acknowledge receipt of service request within 1 day
  • Target to fulfill the service request within 2 days

Level – 2
(for most service requests)

  • Acknowledge receipt of service request within 1 day
  • Target to fulfill the service request within 4 days 

Level – 3
(non-urgent and uncommon requests)

  • Acknowledge receipt of service request within 1 day
  • Target to fulfill the service request within 6 days 
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