Welcome to K9 v2
In order to streamline support requests and better serve you, we utilize a support ticket system. Every support request is assigned a unique ticket number which you can use to track the progress and responses online. For your reference we provide complete archives and history of all your support requests. A valid email address is required to submit a ticket.SERVICE LEVEL AGREEMENT
Its a part of service contract where a service is formally defined. It is sometimes used to refer to the contracted delivery time (of the service or performance). This allows Service Desk to identify the reported problem.
| Priority | Description |
| Priority 1/ Emergency | The ability to conduct business or service the customer has stopped. Such issue includes Server down, Network down, and Application down |
| Priority 2/ Critical | Service is seriously degraded but can continue its operation via a work-around or incremental resource for a short period of time before business stops Example: Extremely slow system performance, a piece of application functionality is down or has a "bug". |
| Priority 3/ Alert | Service is lost by single or small number of users, affecting significant business functionality. Problems or incidents where a work-around exists or can be developed with small amount of incremental resources |
| Low | Any call from single users or site groups that are requesting a new service or some clarification (e.g. requesting a new user logon, a new printer setup, or the meaning of a system message). |
| Severity | Production Support Team Response ( K9 status, email) | Target Resolution | Status Call |
| Emergency | 15 mins | 4 hours Exception: Issue with dependencies (Third Party) | Every 30 minutes until resolved |
| Critical | 15 mins/60 mins | 8 hours Exception: Issue with dependencies (Third Party) | Every 1 hour |
| Alert | 15 mins/60 mins | 12 hours | Every 2 hours |
| Low | 15 mins/60 mins | 2-5 business days | Upon closure |