SLA guidelines
Issues
Priority Description Response Time Resolution Time(Best effort)
Fundamentally broken, impact on the entire application. No workaround options available.
Examples:
◦ Wrong data being displayed
◦ Cannot write / writing
Blocker / wrong values
Critical ◦ 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 hours
◦ Support team might override the issue priority based on the guidelines
◦ Initial response on the ticket
◦ Make sure all required info needed to replicate the issue is available
◦ Status changed to open
Addressed through a Fix Pack ASAP
Gets addressed on the current week / sprint
Major functionality partially broken, impact on a specific report.
No workaround options available.
Examples:
◦ Single component not
Major working (column chart is
broken but all others load correctly)
◦ Single view / dashboard not loading
◦ Broken functionality in single report
◦ Noticeable performance issues by many users
24 hours
◦ Support team might override the issue priority based on the guidelines
◦ Initial response on the ticket
◦ Make sure all required info needed to replicate the issue is available
◦ Status changed to open
Addressed through a Fix Pack
Gets addressed on the upcoming 2 week
/ sprints
Priority Description Response Time Resolution Time(Best effort)
(many requests / requests loading time)
◦ Broken functionality on mobile / tablet devices
Small impact on the 24 hours
application, does not have
impact on end users. ◦ Support team
Workaround options available. might override the
issue priority based
Examples: on the guidelines
◦ Unnoticeable performance ◦ Initial response on issues (many requests / the ticket requests loading time) ◦ Make sure all
◦ Noticeable performance required info
Minor issues by single user (many needed to replicate requests / requests loading the issue is
time) available
◦ Custom CSS ◦ Status changed to
◦ Custom widgets open
◦ Display issues on Mobile and Tablet devices
◦ Broken functionality in a single report (export excel /
PDF / Import data)
Addressed through a regular release cycle
Goal to include a fix in 1 or 2 releases
| 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
Priority Response Time
◦ Make sure no more info is needed to replicate the issue
◦ Goes into roadmap discussion
◦ Once added to Trello link to the bitbucket issue and communicate