SLA, Service & Pipeline Policies
Master service level agreements, ticket escalation matrices, and CRM sales opportunity stage gates.
| Service Priority Tier | Guaranteed Response SLA | Target Resolution Time | Coverage Windows | Escalation Lead | Trigger Conditions & Scope | Actions |
|---|---|---|---|---|---|---|
| Tier 1 - Critical (P1 Outage) | Within 15 Minutes | 4 Hours Resolution | 24x7x365 | Faisal Pratama (Lead Engineer) | Production system down, firewall security breach, or total tenant outage. | |
| Tier 2 - High (P2 Impairment) | Within 1 Hour | 8 Hours Resolution | Monday - Saturday 08:00 - 20:00 | Faisal Pratama (Lead Engineer) | Degraded performance, key mailbox sync errors, redundant PSU failure. | |
| Tier 3 - Normal (P3 Standard) | Within 4 Hours | 24 Hours Resolution | Monday - Friday 08:30 - 17:30 | Support Desk Agent | New user onboarding, license provisioning, standard configuration request. |