| 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 |
| P2 | System is up and running but some business critical process is having issues or needs technical assistance. | 4 Business Hours | 2 Working Days |
| P3 | One or some of the application components are not working and need attention but are of medium priority. | 8 Business Hours | As per the urgency and the estimation of work agreed between both parties. |
| P4 | One or some of the application components are not working and need attention but are of low priority. Small enhancements also fall into this category. | 2 Working Days | As per the urgency and the estimation of work agreed between both parties. |
| CR | Any enhancement request requiring more than 20 hours of effort. | 4 Working Days | As per the urgency & estimation agreed between both parties. Estimated hours must be approved by the customer before work begins. |
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