SLA guidelines
» Issues
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Blocker/ Critical | Fundamentally broken, impact on the entire application. No workaround options available. Examples: ◦ Wrong data being displayed ◦ Cannot write / writing |
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◦ Existing view/ dashboard / wizard does not load ◦ Cannot login ◦ Valid MDX / rest calls are failing against the server ◦ Security issue – data leak, critical vulnerability ◦ Broken functionality across the application (export excel / PDF / Import data) | 24 |
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| Addressed through a Fix Pack ASAP Gets addressed on the current week / sprint |
Major | Major functionality partially broken, impact on a specific report. Examples: |
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Addressed through a Fix Pack Gets addressed on the upcoming 2 week |
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(many requests / requests loading time)
◦ Broken functionality on mobile / tablet devices
Minor | Small impact on the |
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application, does not have |
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impact on end users. |
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24 hours
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cycle Goal to include a fix in 1 or 2 releases |
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General comment about performance issues: Needs to be proved that they are caused by UX and not by e.g. TM1 server, infrastructure or network issues. |
» Enhancements
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Response Time |
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Only | 7 days
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