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. |