SOP: Support SLAs

Additional Notes  

• All tickets are automatically triaged and routed to the appropriate team within 15-30 minutes of submission depending on the Priority.  

• Time to First Reply reflects when a qualified engineer will provide a human response. 

• Next Reply targets ensure ongoing communication for in-progress issues. 

• Resolution times vary depending on root cause, complexity, and external vendor dependencies. 

Priority Definitions:  

Urgent P1: A full-service outage or imminent risk of service interruption that requires immediate corrective action. No workaround is available. Phone Call Required 

• Typical Scenarios: Complete voice service loss, SBC or Teams integration failure, or emergency impact. 
• Response Expectation: Automatically triaged within 15 minutes; engineer responds within 1 hour. Ongoing updates every 2 hours. Description: Significant service degradation that impacts core business operations. While a workaround may exist, the issue impairs performance or functionality. 

High P2: Significant service degradation that impacts core business operations. While a workaround may exist, the issue impairs performance or functionality. 

• Typical Scenarios: Multiple users affected, call routing instability, intermittent call issues across locations. 
• Response Expectation: Triage within 15 minutes; engineer responds within 2 hours. Updates every 4 hours. Description: A non-critical issue that degrades service delivery but doesn’t significantly impair functionality. Often includes issues with known workarounds or localized user impact. 

Medium P3: A non-critical issue that degrades service delivery but doesn’t significantly impair functionality. Often includes issues with known workarounds or localized user impact. 

• Typical Scenarios: Call log discrepancies, reporting delays, isolated feature issues 
• Response Expectation: Triage within 30 minutes; engineer responds within 4 hours. Updates every 8 hours. Description: Minor service issues that do not affect functionality and typically have an available workaround. These are generally routine inquiries or changes with no business impact. 

Low P4: Minor service issues that do not affect functionality and typically have an available workaround. These are generally routine inquiries or changes with no business impact. 

• Typical Scenarios: Configuration questions, MACD, or documentation clarification. 
• Response Expectation: Triage within 30 minutes; engineer responds within 8 hours. Updates every 48 hours. 

Legal Terms: 

https://weareaura.com/resources/legal/aura-connect-legal-terms/