| Acronym | Definition |
| P0 | Complete system or service inaccessible bringing complete operations to a standstill |
| P1 | Disruption of service as a result of a bug, system configuration issues, data inconsistency, 3rd party (Marketplace, ERP, etc.) 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 (business hours) |
| TTF | Time to fix (business hours) |
| Priority | RCA | TTR | TTF | Total Hours |
| P0 | System inaccessible due to networking, operating system, cloud-related issues | 1 | 2 | 3 |
| P1 | Minor Bug which takes less than 1 day to fix | 2 | 24 | 26 |
| P1 | Major Bug which takes more than 1 day to fix | 2 | 72 | 74 |
| P1 | Software scalability issues | 2 | 72 | 74 |
| P1 | Data inconsistency issues (if any) | 2 | MAT | MAT |
| P2 | Minor usability fixes or feature requests which take less than 2 weeks to implement | 24 | MAT | MAT |
| P3 | Major usability fixes or feature requests which take 2 weeks to 2 months to implement | 24 | 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 roadmap.
- Also, in case Increff needs some data/responses from Client / Marketplaceto 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.