Nagios Fee-based Support
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Service Level Agreements
Incident and Problem Management
Resolution* (In Hours)
2 Hours
- Type: Incident
- Severity: Critical
- Acknowledgement* (In Mins): 15 minutes
Severity Classification:
No workaround available. Business process is at stand still.
No workaround available. Business process is at stand still.
Resolution* (In Hours)
10 Hours
- Type: Incident
- Severity: Major
- Acknowledgement* (In Mins): 15 minutes
Severity Classification:
Workaround available. No direct impact on business process.
Workaround available. No direct impact on business process.
Resolution* (In Hours)
24 Hours
- Type: Incident
- Severity: Low
- Acknowledgement* (In Mins): 15 minutes
Severity Classification:
No impact on business or application.
No impact on business or application.
* Working hours i.e. 10.30 am – 6.30 pm Monday to Friday except on government and declared holidays List of declared holidays will be provided for each year.