| 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) |
| Scenario | Priority | TTR | TTF | Total Hours |
| System inaccessible due to networking, operating system, and cloud-related issues | P0 | 1 | 2 | 3 |
| Minor Bug which takes less than 1 day to fix | P1 | 4 | 24 | 26 |
| Major Bug which takes more than 1 day to fix | P1 | 4 | 72 | 74 |
| Software scalability issues | P1 | 4 | 72 | 74 |
| Data inconsistency issues (if any) | P1 | 4 | MAT | MAT |
| Minor usability fixes or feature requests which take less than 2 weeks to implement | P2 | 24 | MAT | MAT |
| Major usability fixes or feature requests which take 2 weeks to 2 months to implement | P3 | 24 | MAT | MAT |
- 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.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article