AcronymDefinition
P0Complete system or service inaccessible bringing complete operations to a standstill
P1Disruption of service as a result of a bug, system configuration issues, data inconsistency, 3rd party (Marketplace, ERP, etc.) 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 (business hours)
TTFTime to fix (business hours)



 

PriorityRCATTRTTFTotal Hours
P0System inaccessible due to networking, operating system, cloud-related issues1
2
3
P1Minor Bug which takes less than 1 day to fix2
24
26
P1Major Bug which takes more than 1 day to fix2
72
74
P1Software scalability issues2
72
74
P1Data inconsistency issues (if any)2
MAT
MAT
P2Minor usability fixes or feature requests which take less than 2 weeks to implement24
MATMAT
P3Major usability fixes or feature requests which take 2 weeks to 2 months to implement24MATMAT



  • 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 roadmap.
  • Also, in case Increff needs some data/responses from Client / Marketplace to fix the P1 issue, then SLAs will be void


To know about the process of reporting any technical issue to the Increff Assure Success team please click here.