Service Level Agreement for Customer ESS (Extended Support Services)


Priority
Response Time
Resolution Time
Condition
High
Realtime
3H
High priority issues considered as condition which all department can't perform daily transaction.
Medium
Realtime
1D
Medium priority issues considered as condition which one to two of department can't perform daily transaction.
Low
Realtime
3D
Low priority issues considered as condition which did not have huge impact to any daily transaction.