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Standard SLA(Service Level Agreement) of WeCP
Standard SLA(Service Level Agreement) of WeCP
Priyanka Khandagale avatar
Written by Priyanka Khandagale
Updated over a week ago

LEARNING OUTCOME

Recruiters and Hiring Managers will learn about the Standard SLA that WeCP follows.

Please refer to the following table, for a better understanding of the SLA:

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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