APPLICATION SUPPORT SERVICE LEVEL AGREEMENTS (SLA)

Severity

Support Level

Definitions

TeamApt Code

Incident Reporting

Work will be performed

Initial response

Updates

Critical

2 & 3

Unavailability of the Application causing financial loss to the client. opt in to notify all stakeholders hourly until it is resolved.

Yellow

24/7

24/7 until resolved

30 minutes

30 minutes

High

2 &3

Non-Critical loss of functionality, performance issues

No Code Call

During working Hours

During working Hours

45 minutes

1 Hour

Medium

1, 2, 3

There is a known workaround, a bug causing inconvenience to users

No Code Call

During Working Hours

During Working Hours

Next Business Day

When resolved

Low

1, 2, 3

Applicable to minor and trivial issues, no service impact, functional changes and applicable to testing issues

No Code Call

During working Hours

During working Hours

Within five (5) working days

When resolved

S/N

Issue

Resolution

1.

User account locked

Login to the portal, go to the user tab, search for the user to be unlocked, click on the eye icon, then proceed to unlock user

From database level go to cosmos db, update the user_login_attempts table, set the locked column to 0, also set failed_login_attempts_count column to 0

2.

Portal Unreachable

Could be associated with user’s proxy settings or issues with public domain providers if it is wide spread.

3.

Slow login

Authentication service requires a restart.

4

Participant Report Stuck In_Progress

Archive participants_transaction table(dcir_db) and reload - (should be done towards evening/late night)