Standard SLA (Service Level Agreement) & Escalation Matrix

Category	Example	Response Time	First Point of Contact
Emergency A crisis hasoccurred - a system is down, a major operational function is unavailable or a critical interface has failed	Tech Issue: The production system is down or crashing frequently. A business-critical operation cannot be performed. Assessment (Reliability, Validity, Integrity) Issue: Incorrect test content or question content is wrong in a live or pre-live test. A business-critical operation cannot be performed.	< 1 business hour	Intercom Chat Support
Critical Any problem critical to Customer success and requiring immediate resolution	Tech Issue: Production system functioning with limited capabilities. Services unstable with periodic interruptions. Assessment (Reliability, Validity, Integrity) Issue: A test or question as per the committed timeline has not been delivered.	< 2 business hours	Intercom Chat Support
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: Errors in production systems but still fully functional. Malfunction in non-critical functions. Assessment (Reliability, Validity, Integrity) Issue: A test or question settings or configuration seems to be incorrect.	< 6 business hours	Intercom Chat Support
Normal Priority four situations are technical questions or problems requiring resolution - many of which are of a “how-to” nature	Tech Issue: Need clarification of procedures or information in the documentation. Attributes or options do not operate as stated. Services enhancement requests. Documentation is incorrect. Assessment (Reliability, Validity, Integrity) Issue: A test or question plan has not been shared as per the committed timeline.	< 1 business day	Intercom Chat Support

Escalation Matrix

If the issue isn't resolved within the response time through the first point of contact, then kindly escalate as per below matrix. Final Escalation must be done immediately after the 1st Escalation for the Emergency cases, after 30 minutes for the Critical cases, after 1 hour for the High cases and after 1 day for the Normal cases.

Category	1st Escalation	Final Escalation
Emergency	Engineering Team engineering@wecreateproblems.com	mohit@wecreateproblems.com
Critical	Engineering Team engineering@wecreateproblems.com	mohit@wecreateproblems.com
High	Product Team product@wecreateproblems.com	abhi@wecreateproblems.com
Normal	Support Team (Customers) customer@wecreateproblems.com	abhi@wecreateproblems.com

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Category

Example

Response Time

First Point of Contact

Emergency

Critical

High

Normal

Escalation Matrix