Customer Service Support SLA

Introduction to Service Level Agreements (SLAs)

SLA Definition A Service Level Agreement (SLA) is a contract defining the expected service level between a provider and client.

Key Components

Includes metrics, responsibilities, and exclusions
Ensures clarity and accountability in service delivery

Service Priorities

Prioritization Service priority is defined based on the severity of the overall incident.

Defining Issue Prioritization

Issues are prioritized based on impact and urgency
Establishing priorities ensures that critical issues are addressed promptly

Impact and Urgency

Priorities are determined based on severity of impact and urgency of resolution
High-impact, urgent issues get top priority

Key Elements of a Comprehensive SLA

Outage
Critical Issues
Minor Issue or Request
Platform BUG
Declaring RFO & RCA
Response Times
Planned Event Information

SLA Performance Metrics

D.1 Incidence Severity (P0 / P1 / P2)

P0: Critical – TAT 2 hrs

Platform Outage, Complete platform outage, system non-operational
Immediate resolution efforts

P1: Major – TAT 4 hrs

Critical functionality impacted, not complete business disruption but business effecting

P2: Minor – TAT 48 hrs

Basic/non-critical functionalities affected
No significant business impact

D.2 Incident RFO

Reason for Outage

TAT: 48 working hrs

D.3 Incident RCA

Root Cause Analysis

TAT: 72 working hrs

D.4 Response Times

P0 Incident

Continuous update every 30 min

P1 Incident

First response after ticket registration: ≤ 45 min
Subsequent update: every 90 min

P2 Incident

First response after ticket registration: ≤ 120 min
Subsequent update: every 120 min

D.5 Bugs: L3/Product Support

Bugs are defined as issues in application code resulting in non-working of a feature/functionality or logic.

Critical Bug: Critical Business effecting large number of customers and is at an overall Platform level
- TAT: 5 days
Standard Bug: Impacts some functionality/feature for a single customer
- TAT: 30 days

D.6. Planned events

The events which shall be processed with advance business and customer communications (7 days) for any system upgrade, emergency maintenance (1 day) and monthly updates.

E. Exclusions & Dependencies

While our Service Level Agreement (SLA) defines clear commitments for issue classification and resolution timelines, it is equally important to outline the boundaries of this agreement. The SLA is designed to address incidents directly within our operational control; however, certain scenarios fall outside the scope of these commitments.

Customer Dependency: At times, there are customer dependencies basis customer’s own internet, network, hardware, routers, LAN, Firewalls etc which can be a root cause in service disruption. There may be a requirement from customer of issue snapshot, logs etc to conduct a in depth online trouble shooting. The TATs shall exclude these periods.

F. Review and Revision

Process for Reviewing the SLA: Outline the process for periodically reviewing the SLA to ensure it remains relevant and effective; Regular reviews help adjust for changing business needs.

Process for Updating the SLA: Describe how the SLA document will be updated and revised, including the approval process; This ensures updates are properly vetted and communicated.

Review Frequency: Specify how often the SLA will be reviewed, such as “quarterly” or “annually;” Regular reviews keep the agreement aligned with current requirements and performance.