SLA

SLA

Effective support of in-scope services is a result of deployment and maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services, and related components.

Priority Definitions

Urgent	High	Normal	Low
The urgent priority is a failure the demands immediate actions, may cause irreversible damage to the project, may cause database corruption, is causing the system to be offline.	High priority is a failure that blocks the service itself, a whole module is not working (PM, CM, alarms).	Normal priority is a failure that blocks a routine operation, failure at any fundamental function, aggregation divergence.	Low priority is a low impact failure, with a simple workaround on the tool.

Priority Examples

Urgent	High	Normal	Low
Cannot connect to NetChart, all functions are unavailable.	Not possible to perform any query at all, all the configurations functions are not working, the system is so slow that it prevents the work itself.	Not possible to query data at any other level then Network, a bug in fundamental reports, bug at download raw counters function, bug at KPI creation function.	Presentation layer failure, with no prejudice to data integrity. Function error bug (generated with ‘yes’ click).

The next table presents the data integrity classification:

Failure	Technology	Controller	Element/Table/Counter
Offline	Urgent	High	Low
+15% of the week	High	Normal	Low
-15% of the week	Normal	Low	Low

Types

Type	Missing Data	Missing some data fields.
	Bug	A problem or bug in some function. It is important to report the specific condition the bug happened, so our team can reproduce it and solve it. Try to describe systematically what you did that led you to the bug.
	New feature	A function that does not exist yet but is useful and you want to be implemented in the tool.
	Other	Any other subject concerning NetChart or the project that does not fit in any of the previous categories.