Increff Assure SLA Metrics
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Created by: Abhinav Saxena
Modified on: Thu, 8 Jul, 2021 at 2:21 PM
| Acronym | Definition |
| P1 | Software system is inaccessible or disruption of service as a result of bug, system configuration issues, data inconsistency issue |
| P2 | Minor usability fixes or feature requests which take less than 2 weeks to implement |
| P3 | Major usability fixes or feature requests which take 2 weeks to 4 months to implement |
| MAT | Mutually agreed timeline |
| TTR | Time to response |
| TTF | Time to fix |
| Priority | RCA | TTR Days | TTF Days | Total Days |
| P1 | System inaccessible due to networking, operating system, cloud related issues | 0.5 | 0.5 | 1 |
| P1 | Minor Bug which takes less than 1 day to fix | 1 | 1 | 2 |
| P1 | Major Bug which takes more than 1 day to fix | 1 | 3 | 4 |
| P1 | Software scalability issues | 1 | 7 | 8 |
| P1 | Data inconsistency issues (if any) | 1 | 7 | 8 |
| P2 | Minor usability fixes or feature requests which take less than 2 weeks to implement | 7 | MAT | MAT |
| P3 | Major usability fixes or feature requests which take 2 weeks to 2 months to implement | 7 | MAT | MAT |
- P1 and P2 will be taken only if the request makes sense as part of the product (feature wise or architecturally) and can be accommodated in the road-map.
- Also, in case Increff needs some data / responses from Client / Channel to fix the P1 issue, then SLAs will be void
Abhinav is the author of this solution article.
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