- Synergistic Innovations - http://www.synergistic.com.my -

Service Level Agreement

Posted By admin On December 1, 2015 @ 12:33 pm In | Comments Disabled

Response Times

We will try to achieve the following response times:

escalation-process

Severity Level Support  Team Response Escalate To Section Head/Manager Update to Client Remarks
One 4 working hours Immediately thereafter daily Alternate days – by fax/mail Forward to MS immediately.Update to PST Manager daily.
Two 12 working hours 48 working hours and thereafter alternate days Every 3 days - by fax/mail Forward to MS and if not resolve within 3 days must be reported to PST Manager.
Three 1 Week 2 weeks and thereafter Weekly Weekly’s - by fax/mail Forward to MS and if not resolve within 15 days must be reported to PST Manager.
Four 2 Weeks 2 weeks and thereafter Weekly Fortnightly - by fax/mail Forward to MS and if not resolve within 30 days must be reported to PST Manager.

Article printed from Synergistic Innovations: http://www.synergistic.com.my

URL to article: http://www.synergistic.com.my/cfmd-support/service-level-agreement/

Copyright © 2010 Synergistic Innovations. All rights reserved.