Standard SLA Response Time: Within 60 minutes.
a) Zing resolution times are only calculated based on agreed working hours. The resolution time only begins from the point that a call is correctly logged in an agreed method on an existing tool - ZingHR help desk.
b) A High (Business Impact) severity issue affecting a single Customer will be fixed within 4 (four) working office hours on the same day or the next working day (Except India National Holidays).
c) A Medium (Business Impact) severity issue affecting a single Customer will be fixed within 16 (sixteen) working office hours - Day 2 end of day or Day 3 during the course of the day (Depending of the login IST time).
d) A Low (Business Impact) severity issue affecting a single Customer will be fixed within 40 working office hours - Day 5 end of day or Day 6 during the course of the day (Depending of the login IST time).
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