السياسات والضمانات
آخر تحديث: 2026/09/12
Service Level Agreement (SLA Policy)
Guaranteed response times, priority classifications, and uptime standards.
1. Priority Tiers & Response SLA Matrix
| Priority | First Response | Target Resolution | Coverage |
|---|---|---|---|
| Critical | 15 - 30 Minutes | 2 - 4 Hours | 24/7/365 |
| High | 1 - 2 Hours | 8 - 12 Hours | 24/7/365 |
| Medium | 4 Hours | 24 - 48 Hours | Business Hours |
| Low | 8 Hours | 72 Hours | Business Hours |
2. Automated Escalation Matrix
- Reaching 80% SLA consumption escalates the ticket to Lead Engineers.
- SLA breach triggers immediate executive notification and dedicated support channels.
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