Helpdesk SLAs. Incident Severity Incident Response Times Incident Update Times SLA Credit
Helpdesk SLAs. LightEdge maintains an Operations Center with enough staffing to promptly respond to Service Requests and Service Incidents. Helpdesk Response SLAs are the Service Levels that LightEdge maintains for response to Service Requests. Any SLA Credits due for Helpdesk Response SLAs are applied to Monthly Recurring Charges for the affected service(s). Helpdesk Response SLAs are provided during periods of normal operations and are exempt during periods of Force Majeure as defined in the Master Agreement. Incident Response Times measures the duration between Ticket being opened by Customer and initial response by LightEdge to that Ticket. Incident Update Times measures the duration between Ticket updates, excluding any time spent waiting for Customer. Critical System or application is down and not responsive. < 15 minutes Every hour All Service Incidents and Service Outages are resolved as quickly as possible. Remedy for not quickly restoring Services is already provided by Service SLA Credits. 1 hour for each missed event High System or application is performing below normal levels, or there is an indication that something needs to be done to prevent an impending outage. < 30 minutes Every 2 hours 0.5 hour for each missed event Moderate Loss of redundancy but system is performing as normal, some service or task is needed by a certain time. < 2 hours Every 12 hours 0.25 hour for each missed event Low Some service or task is needed but not time sensitive, request for information. < 24 hours Best effort updates 0.1 hour for each missed event Planning Non-critical notes or informational communication. Best effort response Best effort updates None
Helpdesk SLAs. 7.5.1 Resolution of High Severity Tickets Same Business Day 100% within the defined target Nil Sr. No. Category/ Component Metric Type Target % Recovery of Quarterly Billed Amount >=99% and <100% meeting the target 0.01 >=97% and <99% meeting the target 0.02 >=95% and <97% meeting the target 0.03
7.5.2 Resolution of Low Severity Tickets Next Business Day 100% within the defined target Nil >=99% and <100% meeting the target 0.005 >=97% and <99% meeting the target 0.010 >=95% and <97% meeting the target 0.020 High High severity problems are the one which have a critical business impact. These problems will have any one of the following characteristics: 1. Data leak 2. Data theft due to compromise of solution/ Data corrupt/ Data Loss 3. Incorrect behavior of the solution 4. Repeat calls (same problem that has occurred earlier reported more than 3 times) Low Low severity problems are the one which have a minimal business impact. These problems will have any one of the following characteristics: 1. Content Uploading 2. Non‐critical functionality bug 3. End user issues related to AAI Corporate Website/ AAI serving employee portal/AAI Mobile Apps/ microsites/Subdomains 4. Cross‐Browser compatibility
