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Created with Fabric.js 1.4.5 Escalation Process 2008 Service Level Lorem Lorem Lorem Email Response: 60 minResolution: 48 hrs To be determine by MDA Amet Response: 30minResolution: 4 hrs I C D N N I E T Software performing normally, no impact on operations. eg:-normal amendments requests-new feature requests Software failed to perform substantially but failure has little or no impact on operations. eg:-backoffice non-operation critical problems.-display bugs, listing & viewing problems Software has failed to perform substantially and operations are degraded. eg:-fund-in transactions stucked at BANK SUCCESS (merchant missing) in increasing number. (A threshold would be having more than 100 missing transactions within 3 to 4 hours period) Software has failed to perform substantially resulting in a critical impact on operations. eg:-unable to perform deposit operations-unable to perform settlement operations-unable to perform fund-out operations-inability to complete successful transactions for fund-in, fund-out consistently (less than 20% success rate) for each gateway.-fund-in transactions stuck at BANK SUCCESS (merchant missing) in increasing number. A threshold would be having more than 15 missing transactions within 30 minutes.-more than 1 fund-in transactions with their amount mismatched for successful transactions or success transactions not found in the gateway. Resolution Time Communicate Using SL 1 SL 2 SL 4 SL 3 To be determine by MDA Phone Call Skype Email Urgent? Yes No (Weekday) Call(Weekend) (Weekdays only) (Weekdays only) (incl. Weekends) (incl. Weekends)
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