General SLA Terms

Fault Management: 

Severity

Critical

Major

Minor

 

Entire system is down OR

Key application is down

 

Part of the system is down OR

Degraded performance OR

Incorrect behavior in key application

Faults which do not result in downtime of system or application OR

UI issues

 

Notification Time

Immediately

Immediately

Immediately

Response Time

Thirty (30) Minutes

One (1) hour

Two (2) hours

Tech Support (24*7) Service Availability

24hours of a day/7 days in a week/365 days in a year

24hours of a day/7 days in a week/365 days in a year

24hours of a day/7 days in a week/365 days in a year

Time to recover service to operational condition

(For software issues)

Hundred percent (100%) within  two (2) hours

Hundred percent (100%) within  two (2) hours

Hundred percent (100%) within  twenty (24) hours

 

Maintenance Activity based Escalation:

Activities/ Fault

Notification Time

Response Time

Restoration Time

Interface

Planned maintenance work which may cause traffic/service interruption in the software.

·         COMPANY X shall notify A2I-BASIS JOINT INITIATIVE in writing at least ninety six (96) hours prior.

·         Notification must contain the Start time, End time and consequence or Impact analysis.

 

·         Notification must be acknowledged within  two (2) days by the counter part

·         Planned work must be reconfirmed by the respective  Party's Project/Technical manager to the other  Party's Project/Technical manager on the day of execution.

·         Project/Technical manager Counterpart must also be informed when the planned work is completed.

 

 

 

 

 

 

Notification and acknowledgement by mail

 

 

Emergency situations.

·         Immediately over phone (maximum: 10 minutes).

·         E-mail notification after phone.

·         Over phone: Maximum 15 minutes after the start of fault repair.

Two(2) hours

 

Project/Technical manager

Any other fault (non emergency) that causes or may cause traffic/service interruption

·         Over phone: Maximum 1 hr.

·         Followed by e-mail.

·         Over phone: Max 15 min after the start of fault repair.

Five(5) hours

 

Project/Technical manager

Fault where both Parties are involved

 

·         Over phone: Maximum 1 hour

·         Followed by e-mail.

 

 

Five(5) hours

 

Project/Technical manager

 

Escalation Process

 

Level

Escalation

Client's Response

ECRAFT's Response

 

1

Fault Reception

1. Report fault to ECRAFT in phone and email communication

2. Log down date and time.

1. Confirm in writing receipt of fault report from COMPANY X Representative (phone and email communication)

2. Log down date and time.

3. Begin investigation into fault.

2

Service Restoration

1. Confirm successful restoration of service from the ECRAFT in writing.

2. Log down date and time.

1. Report in writing successful restoration of service to Client.

2. Log down date and time.

3

Fault Resolution

1. Accept successful resolution of fault from the ECARFT.

2. Log down date and time.

1. Report in writing successful resolution of fault to Client.

2. Log down date and time.

 

 

If ECRAFT discovers the unavailability of Service:

Level

Escalation

ECARFT's Response

Client's Response

 

1

Fault Reception

1. Report the fault to Client both in phone and email communication.

2. Log down date and time.

3.  Begin investigation of fault.

1. Confirm receipt of fault report from ECARFT in phone and email communication. 

2. Log down date and time.

2

Service Restoration

1. Report successful restoration of service to Client in writing.

2. Log down date and time.

1. Confirm successful restoration of service from ECRAFT in writing.

2. Log down date and time.

3

Fault Resolution

1. Report successful resolution of fault to the Client in writing.

2. Log down date and time.

1. Accept successful resolution of fault from the EACRFT in writing.

2. Log down date and time.