Increff Omni SLA Metrics

Modified on Fri, 29 Dec 2023 at 01:59 PM

 

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)



 

ScenarioPriorityTTRTTFTotal Hours
System inaccessible due to networking, operating system, and cloud-related issuesP01
2
3
Minor Bug which takes less than 1 day to fixP14
24
26
Major Bug which takes more than 1 day to fixP14
72
74
Software scalability issuesP14
72
74
Data inconsistency issues (if any)P14
MAT
MAT
Minor usability fixes or feature requests which take less than 2 weeks to implementP224
MATMAT
Major usability fixes or feature requests which take 2 weeks to 2 months to implementP324MATMAT



  • P1 and P2 will be taken only if the request is accepted by the Increff product team (feature-wise or architecturally) and can be accommodated in the roadmap.
  • Also, in case Increff needs some data/responses from the 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 Omni Success team please click here.

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