§ SLA KPI’s (Resolution Time):
o Warranty: No time frame.
o Bronze: No time frame.
o Silver:
|
Ticket Assignment
|
From 8 to 16 Hours
|
|
|
Normal
|
High
|
Critical
|
|
Time to Solve Tickets
|
3 to 6 Days
|
2 to 3 Days
|
8 to 16 Hours
|
*Working days only.
o Gold:
|
Ticket Assignment
|
4 to 8 Hours
|
|
|
Normal
|
High
|
Critical
|
|
Time to Solve Tickets
|
2 to 5 Days
|
1 to 2 Days
|
4 to 8 Hours
|
*Working days only.
o Platinum:
|
Ticket Assignment
|
0 to 6 Hours
|
|
|
Normal
|
High
|
Critical
|
|
Time to Solve Tickets
|
0 to 3 Days
|
0 to 2 days
|
0 to 6 Hours
|
*24/7
o New Requests:
* All the new requests that agreed with the customer to be deducted from inventory of hours not covered by the above mentioned KPI’s.