This article outlines the Service Level Agreement (SLA) for tickets raised through the official ticketing system. The SLA defines the expected response and resolution timelines based on ticket priority to ensure timely and consistent support.
Ticket Priority Levels
Tickets are categorized based on urgency and impact. Proper classification ensures accurate SLA tracking.
Tickets are categorized into four priority levels. Each level has a corresponding resolution timeframe, counted in business hours or business days, as applicable.
Urgent
Description: Critical issues that significantly impact operations, compliance, or payroll processing and require immediate attention.
Resolution Time: Within 12 to 24 business hours
High
Description: Issues affecting key processes or multiple users with limited or no workaround available.
Resolution Time: Within 24 to 48 business hours
Medium
Description: Standard concerns or requests with minimal operational impact and available workarounds.
Resolution Time: Within 3 to 5 business days
Low
Description: General inquiries, informational requests, or minor concerns with no immediate impact on operations.
Resolution Time: Within 5 to 7 business days
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