Smarthr Admin Template

SLA Policies List

Priority	Description	First Response Time	Resolution Time	Escalation Time	Escalates To
Critical	System wide outage affecting all tenants	1 Hour	2 – 4 Hours	1 hour	Support Lead
High	Core module failure affecting primary workflow	4 Hours	8 Hours	2 hours	Support Lead
Medium	Minor issue affecting a limited user group	8 Hours	24 Hours	4 hours	Support Team
Low	Low impact problem affecting few users	24 Hours	1 - 2 Days	6 hours	Support Team

SLA Policies