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	14	MAT	MAT
P3	Major usability fixes or feature requests which take 2 weeks to 2 months to implement	30	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