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SLA Policy

SLA Policy – MapVina Service

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SLA Policy – MapVina Service

1. Introduction

Provider: MapVina
Customer: Users of MapVina services
Purpose: To ensure transparency in response and resolution times for support requests.

2. Request Classification & Service Commitments

Priority Description Response Time Resolution Time
P1 – Critical System outage ≤ 4 hours ≤ 24 hours
P2 – High Major technical issue ≤ 12 hours ≤ 48 hours
P3 – Medium Issue without major impact ≤ 24 hours ≤ 5 business days
P4 – Low Reporting / customization requests ≤ 48 hours ≤ 10 business days

3. Process & Measurement

  • The SLA timer starts when the customer opens a ticket.
  • The system automatically logs ticket open, response, and close times.
  • SLA may be paused if awaiting additional information from the customer.

4. SLA Exclusions

  • Issues caused by incorrect customer configuration.
  • Force majeure events beyond control.
  • Highly custom development or special customization requests.
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