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Standard SLA(Service Level Agreement) of WeCP
Standard SLA(Service Level Agreement) of WeCP

This article contains standard service level agreement of WeCP. This would help you set the right expectation towards resolution time

Abhishek avatar
Written by Abhishek
Updated over 3 months ago

Category

Example

Response Time

Emergency

A crisis hasoccurred - a system is down, a major operational function is unavailable or a critical interface has failed
​
​

Tech Issue:
​

  1. The production system is down or crashing frequently.

  2. A business-critical operation cannot be performed.

Content Issue:
​

  1. Incorrect test content or question content is wrong in a live or pre-live test.

  2. A business-critical operation cannot be performed.

< 1 business hour

Critical

Any problem critical to Customer success and requiring immediate resolution

Tech Issue:
​

  1. Production system functioning with limited capabilities.

  2. Services unstable with periodic interruptions.

Content Issue:
​

  1. A test or question as per the committed timeline has not been delivered.

< 2 business hours

High

Priority three situations include
problems to be resolved as soon as possible. Most of these have acceptable workarounds, or the Services recover on their own

Tech Issue:
​

  1. Errors in production systems but still fully functional.

  2. Malfunction in non-critical functions.

Content Issue:
​

  1. A test or question settings or configuration seems to be incorrect.

< 6 business hours

Normal

Priority four situations are
technical questions or problems requiring resolution - many of which are of a “how-to” nature

Tech Issue:

  1. Need clarification of procedures or
    information in the documentation.

  2. Attributes or options do not operate as stated.

  3. Services enhancement requests.

  4. Documentation is incorrect.

Content Issue:

  1. A test or question plan has not been shared as per the committed timeline.

< 1 business day

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