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:
- The production system is down or crashing frequently.
- A business-critical operation cannot be performed.
Content 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 |
Critical
Any problem critical to Customer success and requiring immediate resolution
|
Tech Issue:
- Production system functioning with limited capabilities.
- Services unstable with periodic interruptions.
Content Issue:
- 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:
- Errors in production systems but still fully functional.
- Malfunction in non-critical functions.
Content Issue:
- 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:
- Need clarification of procedures or
information in the documentation.
- Attributes or options do not operate as stated.
- Services enhancement requests.
- Documentation is incorrect.
Content Issue:
- A test or question plan has not been shared as per the committed timeline.
|
< 1 business day |
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