| Severity 1 *: P1 Issue – more than 50% impact on Licensee’s / Subscribers production due to disruption in Jodo application relating to - 1. any traffic handling (incoming or outgoing) by agents or system for any communication media Or 2. Failure in self-service application Or 3. Distribution of traffic to Resource Or 4. Inability for resource to connect with system Example: Disruption in media traffic handling due to Jodo internal failure or some component going non-responsive It does not include – • delay in database (DB) response, • lack of disk space, • network issues, • PRI / Telecom service provider issues Response time: 15 minutes Resolution time: 4 hours Applicable 365 days. 24*7. Following communication channels are offered as alternates to report the issue: • Call on Avhan Tech GSM • Register a ticket on Avhan Tech Helpdesk 4 | Response time: 15 minutes Resolution time: 4 hours Applicable 365 days. 24*7. Following communication channels are offered as alternates to report the issue: • Call on Avhan Tech GSM • Register a ticket on Avhan Tech Helpdesk 4 |
