| Issue Type | Response SLA | Resolution SLA | |
|---|---|---|---|
P0 (Critical) The outage of a critical application impacting all users | 15 mins | 4 hrs | |
P1 (High) Degradation in performance of a critical application or outage of a non-critical application impacting majority of users | 30 mins | 8 hrs | |
P2 (Medium) Degradation in the performance of a non-critical application | 60 mins | 16 hrs | |
P3 (Low) Bugs or workflow errors which are not show stoppers and impact very limited users | 120 mins | 24 hrs | |
We offer a dedicated console with a view of all the tickets reported by the customer’s organization
We automatically log a ticket whenever a customer calls our helpdesk numbers
We provide a detailed Knowledge base & FAQs to all of our customers for preemptive query resolution
We regularly conduct Customer Satisfaction surveys and use their valuable feedback for continuous improvement
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TO THE NEW helped us immensely by automating our delivery pipeline. We could reduce the overall cost by more than 50% and deployment time to a few minutes. They have always been proactive in suggesting & implementing solutions for cost and performance optimizations. Thanks for all the support. Job well done indeed!
