Escalation Contact Metrics
Escalation 1 (Level 1)
level1.escalations@accops.comEscalation 2 (Level 2)
level2.escalations@accops.comEscalation 3 (Sr. Manager – Customer Support Operations & Technical)
supportleads@accops.comEscalation 4 (Director – Customer Support Operations & Technical)
supportleads@accops.comSupport Helpline - All calls are recorded for “Quality and Training” purposes. Escalations Contacts for Escalations 1 and 2 are available between 08:00 AM IST to 11:59 PM Escalation 3 and Escalation 4 are available 24x7, provided if no response by Escalation 1, 2 and 3
SLO’s
Benchmarking Components |
Priority 1(Urgent) |
Priority 2(High) |
Priority 3(Medium) |
Priority 4(Low) |
|---|---|---|---|---|
Incident Type |
Complete Loss of Function
|
Partial Loss of Function
|
Minor Problems |
Minor Incidents |
First Response |
30 Minutes |
1 Hour |
4 Hours |
24 Hours |
Restoration Goal |
4 Hours |
8 Hours |
3 Business Days |
7 Business Days |
Dev Efforts
|
1 Week |
15 Days |
3 Months |
- |
Permanent Fix (Maintenance Release) |
6 Months |
Depends |
Depends |
Depends |
Support Management Escalation |
(Level 3 & 4)
|
(Level 2, 3 & 4)
|
(Level 1 & 2)
|
(Level 1 & 2)
|
Points to Ponder:
Region-wise Enterprise Support: Customers who opted for Enterprise Support are eligible to use Support Timings only as per 1 Region (mentioned in the agreement).
Onsite Visits:
Onsite visits are applicable only for Enterprise and Enterprise + Customers. Visit of an L1 or L2 Engineer (or TSE) to any city for a maximum of four (4) times a year on a per manday cost basis. Travel and accommodation costs shall be charged at actuals.
| Features | Standard | Enterprise | Enterprise+ | Priority Support
Add-On |
|---|---|---|---|---|
| Regular Support Timing | 5 Days / Week 9:00 AM - 6:00 PM IST |
6 Days / Week 9:00 AM - 9:00 PM IST |
24 x 7 x 365 | As Per Purchased Support Model |
| 24x7 P1 Emergency Support | 10 Hours | Unlimited | As Per Purchased Support Model |
|
| First Response Time: P1 | < 2 Hours | < 30 Mins. | < 30 Mins. | < 15 Mins. |
| First Response Time: P2 | < 8 Hours | < 1 Hours | < 1 Hours | < 1 Hours |
| First Response Time: Others P3 | < 24 Hours | < 4 Hours | < 2 Hours | < 2 Hours |
| First Response Time: Others | < 24 Hours | < 24 Hours | < 4 Hours | < 4 Hours |
| Support Experience level - For First Response | L1 (Pool) | L1 (Pool) | L1 (Pool) | L2 (Pool) |
| Priority L2 Access | Not Applicable | |||
| General maintenance support hours per year | None | 10 Hours | 50 Hours | 80 Hours |
| PRIORITY Technical Support Engineer for Single Shift (9x5) | 1 Shift | |||
| PRIORITY Technical Support Engineers for 24 x 7 | Additional Engineer
(At Add-On Cost) |
|||
| Technical Account Manager (TAM) and Hours | 45 Hrs | |||
| Email / Support Portal access | ||||
| Remote Support | ||||
| Telephonic Support | ||||
| Health Monitoring & Check-ups | 1 Instance (Per Year) |
1 Instance (Per Quarter) |
||
| Custom Releases for Bug Fixes | ||||
| Best Practice Reviews | ||||
| Periodic Product Trainings |
Accops Provides Following SLA on Reported Security Vulnerability, Reported on Public Domain
| Vulnerability Level | SLA for Accops Products | SLA for Open Source or 3rd Party Modules |
|---|---|---|
|
Critical, CVSS Score (9.0-10)
|
Mitigation or Permanent fix within 15 days
|
15 days post validated fix available
|
|
High, CVSS Score (7.0-8.9)
|
Mitigation or Permanent fix within 30 days
|
30 days post validated fix available
|
|
Medium, CVSS Score (4.0-6.9)
|
Mitigation or Permanent fix within 60 days
|
60 days post validated fix available
|
|
Low, CVSS Score (0.1-3.9)
|
Mitigation or Permanent fix within 180 days
|
180 days post validated fix available
|