Increff Omni SLA Metrics

Modified on Sat, 20 Aug 2022 at 12:35 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, cloud-related issuesP01
2
3
Minor Bug which takes less than 1 day to fixP12
24
26
Major Bug which takes more than 1 day to fixP12
72
74
Software scalability issuesP12
72
74
Data inconsistency issues (if any)P12
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 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.

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select atleast one of the reasons

Feedback sent

We appreciate your effort and will try to fix the article