SLA for Product Support

Introduction

This document outlines the Service Level Agreements (SLAs) for resolving identified issues within our Protecto Products. The SLAs are categorized based on the Criticality of the issues and are intended to ensure timely remediation to protect the integrity, confidentiality, and availability of our systems and data.

SLA by Criticality of Product Issues

Issue Category	Criticality	Response Time	Resolution Time	Examples
Critical	Issues that severely impact system functionality and could cause a complete system failure or outage	< 1hr	< 24 hours	System crashes leading to service downtime. Major functionality failure that affects all users Data integrity issues that result in significant data loss or corruption.
High	Issues that significantly impact core functionalities and can severely degrade performance or usability for a majority of users.	< 6 hrs	< 72 hrs	Major performance issues affecting most users. Functional bugs that prevent users from completing key tasks. Data synchronization issues causing inconsistent user experiences.
Medium	Issues that partially affect system functionality or performance and have a moderate impact on user experience	< 1 day	Within 10 business days	Intermittent functionality issues affecting some users. Minor performance degradation that does not prevent task completion. Non-critical feature malfunctions.
Low	Issues that have minimal impact on system functionality and do not significantly affect user experience	< 2 days	Within 90 business days	Minor user interface glitches Small bugs that do not affect primary functionalities Cosmetic issues or low-priority feature requests.

* Issues are classified by both client and Protecto team together

Reporting and Monitoring

Weekly status reports on critical and high issues
Monthly status reports on medium and low issues

Dashboard Monitoring

Real-time monitoring of status and remediation progress

Compliance Audits

Quarterly audits to ensure adherence to SLAs

Exceptions and Escalations

Exceptions

In cases where issues cannot be resolved within the specified time-frames due to business constraints or technical challenges, an exception process must be initiated
Document the reasons for the delay and the mitigation plan

Escalations

Unresolved critical or high issues that exceed SLA time-frames must be escalated to senior management
Establish an escalation matrix to ensure timely attention and action

Continuous Improvement

Post-Mortem Analysis

Conduct post-mortem analyses for critical and high issues to identify root causes and improve processes

Feedback Loop

Gather feedback from stakeholders to refine SLA processes and response strategies