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Service Level Agreements

The SLA for this engagement along with their definitions, target times and exceptions is given below.

Priority Definitions

SLA Parameter Description
S1 – Very High Priority Incidents Unable to execute or complete an end-user business transaction which results in the following:
  1. Large number of end users are affected.
  2. Large number of customers are affected.
  3. Damage/Impact grows rapidly over time.
No workaround in place
S2 - High Priority Incidents Unable to execute or complete an end-user business transaction which results in the following:
  1. A moderate number of end users are affected.
  2. Few customers are affected.
  3. Incompleteness is highly time sensitive
No workaround in place
S3 - Medium Priority Incidents Unable to execute or complete an end-user business transaction which results in the following:
  1. One or very few numbers of end users are affected.
  2. One or very few numbers of customers are affected.
  3. A workaround in place or incompleteness is not very time sensitive.
S4 - Low Priority Incidents Unable to execute or complete an end-user business transaction which results in the following:
  1. One or very few numbers of end users are affected.
  2. One or very few numbers of customers are affected or null, yet manageable.
  3. A workaround in place or incompleteness is not time-sensitive.
All kinds of internal reporting activities which are not time-bound.

Escalation Protocols

• Response Time: It is the time taken to acknowledge CUSTOMER’s issue.

• Resolution Time: It is the time taken to resolve CUSTOMER’s incident. This accounts only for the time that KEBS has taken to resolve the issue and is exclusive of the time attributable to CUSTOMER or any non-KEBS activities in resolving the ticket. SLA monitoring stops as soon as User acceptance is obtained by KEBS.

8 Hours = 1 Business Day.

KEBS will also set up clear escalation channels to handle issues and concerns. As per Customer’s requirements, KEBS shall follow three levels of escalation governance procedures to resolve the issue in the engagement. Our escalation process ensures that most of the issues/ disagreements are resolved at the lowest level possible. The highest level of commitment from KEBS’s side will help to find quick issue resolution and shorten decision cycles.

Escalation Matrix

KEBS will also set up clear escalation channels to handle issues and concerns. As per Customer’s requirements, KEBS shall follow three levels of escalation governance procedures to resolve the issue in the engagement. Our escalation process ensures that most of the issues/ disagreements are resolved at the lowest level possible. The highest level of commitment from KEBS’s side will help to find quick issue resolution and shorten decision cycles.

The escalation matrix for KEBS Service model will have three levels as given below:

• Level 1 – KEBS Implementation Consultant

• Level 2 – Customer Success Manager

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