| Incident Category | Definition | Response Time SLA | Resolution SLA |
|---|---|---|---|
| P1 | When the system is down or not usable by most of the users. | 1 Business Hour | 8 business hours |
| P1 | System is up and running but some business critical process is having issues or needs technical assistance. | 4 Business Hours | 2 working days |
| P1 | One or some of the application components are not working and need attention but of medium priorities. | 8 business hours | As per the urgency and the estimation of work agreed between two parties |
| P1 | One or some of the application components are not working and need attention but of low priorities. Small enhancements also can be categorized in this bucket. | 2 working days | As per the urgency and the estimation of work agreed between two parties |
| CR | Any enhancement requests which requires more than 20 hours of effort. | 4 working days | As per the urgency & the estimation of work agreed between two parties. The estimated hours needs to be approved by customer before the work start |
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