AcronymDefinition
P1Software system is inaccessible or disruption of service as a result of bug, system configuration issues, data inconsistency issue
P2Minor usability fixes or feature requests which take less than 2 weeks to implement
P3Major usability fixes or feature requests which take 2 weeks to 4 months to implement
MATMutually agreed timeline
TTRTime to response
TTFTime to fix



 

PriorityRCATTR DaysTTF DaysTotal Days
P1System inaccessible due to networking, operating system, cloud related issues0.50.51
P1Minor Bug which takes less than 1 day to fix112
P1Major Bug which takes more than 1 day to fix134
P1Software scalability issues178
P1Data inconsistency issues (if any)178
P2Minor usability fixes or feature requests which take less than 2 weeks to implement14MATMAT
P3Major usability fixes or feature requests which take 2 weeks to 2 months to implement30MATMAT



  • 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