The issue tracking system is a collaborative tool designed to manage production issues/incidents with Switch IT software.
It is also used to measure the service level agreement (SLA) provided by Switch IT. Issue handling, investigation and resolution times are measured in terms of working days. Deadlines depend on urgency levels as shown below.
| Low | Normal | High | Critical | |
|---|---|---|---|---|
| Handling deadline | 2 wdays | 1 wdays | 1/2 wdays | 1/4 wdays |
| Investigation deadline | 10 wdays | 2 wdays | 1 wdays | 1/2 wdays |
| Resolution deadline | None | 10 wdays | 2 wdays | 1 wdays |
Timers starts on working days between 9h and 11h or between 13h and 16h.
Refer to your contract for more information.