Escalation Matrix
SLO’s
Benchmarking Components | Priority 1(Urgent) | Priority 2(High) | Priority 3(Medium) | Priority 4(Low) |
|---|---|---|---|---|
Incident Type | Complete Loss of Function | Partial Loss of Function | Minor Problems | Minor Incidents |
First Response | 30 Minutes | 1 Hour | 4 Hours | 24 Hours |
Restoration Goal | 4 Hours | 8 Hours | 3 Business Days | 7 Business Days |
| Features | Standard | Enterprise | Enterprise+ | Priority Support Add-On |
|---|---|---|---|---|
| Regular Support Timing | 5 Days / Week 9:00 AM - 6:00 PM IST | 6 Days / Week 9:00 AM - 9:00 PM IST | 24 x 7 x 365 | As Per Purchased Support Model |
| 24x7 P1 Emergency Support | 10 Hours | Unlimited | As Per Purchased Support Model | |
| First Response Time: P1 | < 2 Hours | < 30 Mins. | < 30 Mins. | < 15 Mins. |
| First Response Time: P2 | < 8 Hours | < 1 Hours | < 1 Hours | < 1 Hours |
| First Response Time: P3 | < 24 Hours | < 4 Hours | < 2 Hours | < 2 Hours |
Click to see Accops' SLA for reported vulnerabilities
- Support Helpline : All calls are recorded for “Quality and Training” purposes. Escalations Contacts for Escalations 1 and 2 are available between 08:00 AM IST to 11:59 PM Escalation 3 and Escalation 4 are available 24x7, provided if no response by Escalation 1, 2 and 3
- Onsite visits are applicable only for Enterprise and Enterprise + Customers. Visit of an L1 or L2 Engineer (or TSE) to any city for a maximum of four (4) times a year on a per manday cost basis. Travel and accommodation costs shall be charged at actuals.
- Region-wise Enterprise Support: Customers who opted for Enterprise Support are eligible to use Support Timings only as per 1 Region (mentioned in the agreement).
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