{"id":691,"date":"2016-08-22T19:04:19","date_gmt":"2016-08-22T19:04:19","guid":{"rendered":"http:\/\/help.bwtech.com\/?page_id=691"},"modified":"2023-09-16T15:43:08","modified_gmt":"2023-09-16T15:43:08","slug":"teste","status":"publish","type":"page","link":"https:\/\/help.bwtech.com\/?page_id=691","title":{"rendered":"SLA"},"content":{"rendered":"<div id=\"toc_container\" class=\"no_bullets\"><p class=\"toc_title\">Contents<\/p><ul class=\"toc_list\"><li><a href=\"#SLA\"><span class=\"toc_number toc_depth_1\">1<\/span> SLA<\/a><ul><li><a href=\"#Priority_Definitions\"><span class=\"toc_number toc_depth_2\">1.1<\/span> Priority Definitions<\/a><\/li><li><a href=\"#Priority_Examples\"><span class=\"toc_number toc_depth_2\">1.2<\/span> Priority Examples<\/a><\/li><\/ul><\/li><li><a href=\"#Types\"><span class=\"toc_number toc_depth_1\">2<\/span> Types<\/a><\/li><\/ul><\/div>\n<h3><span id=\"SLA\"><span id=\"SLA\"><strong>SLA<\/strong><\/span><\/span><\/h3>\n<p>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.<\/p>\n<h4><span id=\"Priority_Definitions\"><span id=\"Priority_Definitions\"><strong><b>Priority Definitions<\/b><\/strong><\/span><\/span><\/h4>\n<table>\n<tbody>\n<tr>\n<td><strong><b>Urgent<\/b><\/strong><\/td>\n<td><strong><b>\u00a0High<\/b><\/strong><\/td>\n<td><strong><b>\u00a0Normal<\/b><\/strong><\/td>\n<td><strong><b>\u00a0Low<\/b><\/strong><\/td>\n<\/tr>\n<tr>\n<td>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.<\/td>\n<td>High priority is a failure that blocks the service itself, a whole module is not working (PM, CM, alarms).<\/td>\n<td>Normal priority is a failure that blocks a routine operation, failure at any fundamental function, aggregation divergence.<\/td>\n<td>Low priority is a low impact failure, with a simple workaround on the tool.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h4><span id=\"Priority_Examples\"><span id=\"Priority_Examples\"><strong><b>Priority Examples<\/b><\/strong><\/span><\/span><\/h4>\n<table>\n<tbody>\n<tr>\n<td><strong><b>Urgent<\/b><\/strong><\/td>\n<td><strong><b>High<\/b><\/strong><\/td>\n<td><strong><b>Normal<\/b><\/strong><\/td>\n<td><strong><b>Low<\/b><\/strong><\/td>\n<\/tr>\n<tr>\n<td>Cannot connect to NetChart, all functions are unavailable.<\/td>\n<td>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.<\/td>\n<td>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.<\/td>\n<td>Presentation layer failure, with no prejudice to data integrity. Function error bug (generated with \u2018yes\u2019 click).<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>The next table presents the data integrity classification:<\/p>\n<table>\n<tbody>\n<tr>\n<td><strong><b>Failure<\/b><\/strong><\/td>\n<td><strong><b>Technology<\/b><\/strong><\/td>\n<td><strong><b>Controller<\/b><\/strong><\/td>\n<td><strong><b>Element\/Table\/Counter<\/b><\/strong><\/td>\n<\/tr>\n<tr>\n<td>Offline<\/td>\n<td>Urgent<\/td>\n<td>High<\/td>\n<td>Low<\/td>\n<\/tr>\n<tr>\n<td>+15% of the week<\/td>\n<td>High<\/td>\n<td>Normal<\/td>\n<td>Low<\/td>\n<\/tr>\n<tr>\n<td>-15% of the week<\/td>\n<td>Normal<\/td>\n<td>Low<\/td>\n<td>Low<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2><\/h2>\n<h3><span id=\"Types\"><span id=\"Types\"><b><\/b><strong><b>Types<\/b><\/strong><\/span><\/span><\/h3>\n<table>\n<tbody>\n<tr>\n<td rowspan=\"4\">Type<\/td>\n<td>Missing Data<\/td>\n<td>Missing some data fields.<\/td>\n<\/tr>\n<tr>\n<td>Bug<\/td>\n<td>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.<\/td>\n<\/tr>\n<tr>\n<td>New feature<\/td>\n<td>A function that does not exist yet but is useful and you want to be implemented in the tool.<\/td>\n<\/tr>\n<tr>\n<td>Other<\/td>\n<td>Any other subject concerning NetChart or the project that does not fit in any of the previous categories.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Contents1 SLA1.1 Priority Definitions1.2 Priority Examples2 Types 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 \u00a0High \u00a0Normal \u00a0Low The urgent priority is a failure the demands immediate actions, [&hellip;]<\/p>\n","protected":false},"author":13,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/691"}],"collection":[{"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=691"}],"version-history":[{"count":4,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/691\/revisions"}],"predecessor-version":[{"id":3757,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/691\/revisions\/3757"}],"wp:attachment":[{"href":"https:\/\/help.bwtech.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=691"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}