{"id":119,"date":"2020-10-08T11:06:21","date_gmt":"2020-10-08T11:06:21","guid":{"rendered":"https:\/\/electrocraft.org?page_id=119"},"modified":"2020-10-11T18:20:35","modified_gmt":"2020-10-11T18:20:35","slug":"general-sla-terms","status":"publish","type":"page","link":"https:\/\/electrocraft.org\/?page_id=119","title":{"rendered":"General SLA Terms"},"content":{"rendered":"\t\t
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General SLA Terms<\/h2>

Fault Management:\u00a0<\/strong><\/p>

Severity<\/strong><\/p><\/td>

Critical<\/strong><\/p><\/td>

Major<\/strong><\/p><\/td>

Minor<\/strong><\/p><\/td><\/tr>

\u00a0<\/td>

Entire system is down OR<\/strong><\/p>

Key application is down<\/strong><\/p><\/td>

Part of the system is down OR<\/strong><\/p>

Degraded performance OR<\/strong><\/p>

Incorrect behavior in key application<\/strong><\/p><\/td>

Faults which do not result in downtime of system or application OR<\/strong><\/p>

UI issues<\/strong><\/p><\/td><\/tr>

Notification Time<\/strong><\/p><\/td>

Immediately<\/strong><\/p><\/td>

Immediately<\/strong><\/p><\/td>

Immediately<\/strong><\/p><\/td><\/tr>

Response Time<\/strong><\/p><\/td>

Thirty (30) Minutes<\/p><\/td>

One (1) hour<\/p><\/td>

Two (2) hours<\/p><\/td><\/tr>

Tech Support (24*7) Service Availability<\/strong><\/p><\/td>

24hours of a day\/7 days in a week\/365 days in a year<\/p><\/td>

24hours of a day\/7 days in a week\/365 days in a year<\/p><\/td>

24hours of a day\/7 days in a week\/365 days in a year<\/p><\/td><\/tr>

Time to recover service to operational condition<\/strong><\/p>

(For software issues)<\/strong><\/p><\/td>

Hundred percent (100%) within\u00a0 two (2) hours<\/p><\/td>

Hundred percent (100%) within\u00a0 two (2) hours<\/p><\/td>

Hundred percent (100%) within\u00a0 twenty (24) hours<\/p><\/td><\/tr><\/tbody><\/table>

Maintenance Activity based Escalation:<\/strong><\/p>

Activities\/ Fault<\/strong><\/p><\/td>

Notification Time<\/strong><\/p><\/td>

Response Time<\/strong><\/p><\/td>

Restoration Time<\/strong><\/p><\/td>

Interface<\/strong><\/p><\/td><\/tr>

Planned maintenance work which may cause traffic\/service interruption in the software.<\/p><\/td>

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0COMPANY X shall notify A2I-BASIS JOINT INITIATIVE in writing at least ninety six (96) hours prior.<\/p>

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Notification must contain the Start time, End time and consequence or Impact analysis.<\/p><\/td>

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Notification must be acknowledged within\u00a0 two (2) days by the counter part<\/p>

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Planned work must be reconfirmed by the respective\u00a0 Party’s Project\/Technical manager to the other\u00a0 Party’s Project\/Technical manager on the day of execution.<\/p>

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Project\/Technical manager Counterpart must also be informed when the planned work is completed.<\/p><\/td>

\u00a0<\/td>

Notification and acknowledgement by mail<\/p><\/td><\/tr>

Emergency situations.<\/p><\/td>

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Immediately over phone (maximum: 10 minutes).<\/p>

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0E-mail notification after phone.<\/p><\/td>

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Over phone: Maximum 15 minutes after the start of fault repair.<\/p><\/td>

Two(2) hours<\/strong><\/p>

\u00a0<\/strong><\/p><\/td>

Project\/Technical manager<\/p><\/td><\/tr>

Any other fault (non emergency) that causes or may cause traffic\/service interruption<\/p><\/td>

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Over phone: Maximum 1 hr.<\/p>

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Followed by e-mail.<\/p><\/td>

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Over phone: Max 15 min after the start of fault repair.<\/p><\/td>

Five(5) hours<\/strong><\/p><\/td>

Project\/Technical manager<\/p><\/td><\/tr>

Fault where both Parties are involved<\/p><\/td>

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Over phone: Maximum 1 hour<\/p>

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Followed by e-mail.<\/p><\/td>

\u00a0<\/td>

Five(5) hours<\/strong><\/p><\/td>

Project\/Technical manager<\/p><\/td><\/tr><\/tbody><\/table>

Escalation Process<\/strong><\/p>

Level<\/strong><\/p><\/td>

Escalation<\/strong><\/p><\/td>

Client’s Response<\/strong><\/p><\/td>

ECRAFT’s Response<\/strong><\/p><\/td>

\u00a0<\/td><\/tr>

1<\/p><\/td>

Fault Reception<\/p><\/td>

1. Report fault to ECRAFT in phone and email communication<\/p>

2. Log down date and time.<\/p><\/td>

1. Confirm in writing receipt of fault report from COMPANY X Representative (phone and email communication)<\/p>

2. Log down date and time.<\/p>

3. Begin investigation into fault.<\/p><\/td><\/tr>

2<\/p><\/td>

Service Restoration<\/p><\/td>

1. Confirm successful restoration of service from the ECRAFT in writing.<\/p>

2. Log down date and time.<\/p><\/td>

1. Report in writing successful restoration of service to Client.<\/p>

2. Log down date and time.<\/p><\/td><\/tr>

3<\/p><\/td>

Fault Resolution<\/p><\/td>

1. Accept successful resolution of fault from the ECARFT.<\/p>

2. Log down date and time.<\/p><\/td>

1. Report in writing successful resolution of fault to Client.<\/p>

2. Log down date and time.<\/p><\/td><\/tr><\/tbody><\/table>

\u00a0<\/strong><\/p>

\u00a0<\/strong><\/p>

If ECRAFT discovers the unavailability of Service:<\/p>

Level<\/strong><\/p><\/td>

Escalation<\/strong><\/p><\/td>

ECARFT’s Response<\/strong><\/p><\/td>

Client’s Response<\/strong><\/p><\/td>

\u00a0<\/td><\/tr>

1<\/p><\/td>

Fault Reception<\/p><\/td>

1. Report the fault to Client both in phone and email communication.<\/p>

2. Log down date and time.<\/p>

3.\u00a0 Begin investigation of fault.<\/p><\/td>

1. Confirm receipt of fault report from ECARFT in phone and email communication.\u00a0<\/p>

2. Log down date and time.<\/p><\/td><\/tr>

2<\/p><\/td>

Service Restoration<\/p><\/td>

1. Report successful restoration of service to Client in writing.<\/p>

2. Log down date and time.<\/p><\/td>

1. Confirm successful restoration of service from ECRAFT in writing.<\/p>

2. Log down date and time.<\/p><\/td><\/tr>

3<\/p><\/td>

Fault Resolution<\/p><\/td>

1. Report successful resolution of fault to the Client in writing.<\/p>

2. Log down date and time.<\/p><\/td>

1. Accept successful resolution of fault from the EACRFT in writing.<\/p>

2. Log down date and time.<\/p><\/td><\/tr><\/tbody><\/table>

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General SLA Terms Fault Management:\u00a0 Severity Critical Major Minor \u00a0 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 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":[],"_links":{"self":[{"href":"https:\/\/electrocraft.org\/index.php?rest_route=\/wp\/v2\/pages\/119"}],"collection":[{"href":"https:\/\/electrocraft.org\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/electrocraft.org\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/electrocraft.org\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/electrocraft.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=119"}],"version-history":[{"count":4,"href":"https:\/\/electrocraft.org\/index.php?rest_route=\/wp\/v2\/pages\/119\/revisions"}],"predecessor-version":[{"id":313,"href":"https:\/\/electrocraft.org\/index.php?rest_route=\/wp\/v2\/pages\/119\/revisions\/313"}],"wp:attachment":[{"href":"https:\/\/electrocraft.org\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=119"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}