What are severity levels & SLA to your tickets/calls/ works?

santosh
Posts: 1311
Joined: Wed Sep 07, 2016 4:43 pm

What are severity levels & SLA to your tickets/calls/ works?

Postby santosh » Fri Oct 07, 2016 4:53 pm

What are severity levels & SLA to your tickets/calls/ works?

ranilele38
Posts: 1177
Joined: Wed Sep 07, 2016 4:41 pm

Re: What are severity levels & SLA to your tickets/calls/ works?

Postby ranilele38 » Fri Oct 07, 2016 4:54 pm

• sev1 -with 15 minutes we should acknowledge ticket -4 Hours to resolve
• sev2 -with 45 minutes we should acknowledge ticket -8 Hours to resolve
• For all other level we have 3 Days to resolve


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