Service Level Agreement (SLA)
Introducing our LMS SLA: Cases Categorized with Response Time Commitments
| Category | SLA Item | SLA |
|---|---|---|
| System Availability | Unplanned Downtime | Urgent |
| System Technical Issues | UI Loading Slow (Response Time > 2 Minutes) | Medium |
| System Technical Issues | Improper Display in the UX of the User (e.g. Broken Images) | Medium |
| System Technical Issues | UX Functionalities that do not Work Properly based on System Specifications | Medium |
| System Technical Issues | Fatal Error Messages during System Usage | Medium |
| System Technical Issues | Warning Error Messages during System Usage | Low |
| Customer Services | General Customer Service Questions/Requests | Low |
| System Operation Questions | Questions about the Platform Functionalities | Low |
| System Operation Questions | Questions about the Platform Specifications | Low |
| Non-Critical General Remarks | General Remarks/Suggestions | Low |
| Password Reset | Reset Password of a Learner/Manager/Administrator Role or Force Password Change Rule Activation | Low |
| Data Deletion Requests | Delete User/Platform Personal Data(GDPR Policy) | Low |
| Low | Medium | Urgent | |
| Severity | No Hindrances to work | Interruption to Work | Interruption to critical Business Processes |
| Urgency | Immediate Resolution not Needed | Immediate resolution is not needed | Immediate Resolution is Needed |
| Response Time | |||
| 80% First Response Time | Within 36 Hours | Within 12 Hours | Within 3 Hours |
| Response Escalation | |||
| No Escalation | Escalate to Urgent | Notify All Techs and Account Rep | |
| Resolve within | Best Effort | Best Effort | Best Effort |