Service Level Agreements (SLAs) are aligned with the operational days and time of CVM Finance and Credit Corporation which excludes afternoon of Saturday and the whole day of Sunday. These SLAs are as follows.
Ticket Acknowledgement
New tickets will have an automatically assigned SLA of 1 day or 24 hours to be acknowledged by the Support Team.
Acknowledged Tickets
Acknowledged Tickets will have another 1 day or 24 hours for support team to proceed in giving resolution/recommendation.
IT Resolution
Once acknowledged ticket status is changed to Ongoing IT Resolution, Support Team will have another SLAs depending on the Priority Level of each ticket.
- Very Low – minor nuisance is 7 Days
- Low or Minor – Operable at reduced performance is 5 Days
- Moderate or Significant – Gradual performance degradation is 4 Days
- High – Loss of function is 3 Days
- Very High – Safety related catasthropic is 2 Days
Purchasing
SLAs for tickets with required and submitted PR request to Purchasing/SAT will vary depending on the price of the particular.
- Purchasing Less Than Php5,000.00 – particular(s) that will fall on this category is 7 Days
- Purchasing Greater Than Php5,000.00 – particular(s) that will fall on this category is 14 Days
Logistic Support
The company’s vehicle schedules are managed and arranged by Security and Admin Team (SAT), agreed SLA on this is 7 – 14 Days
Last Mile Resolution
ITG’s last mile resolution happened after support from other team like Purchasing/Admin is received/secured. SLA for this status is 2-7 Days
Countdown of SLA is visible in ticket list, and ticket thread’s widget. It shows remaining days/time of a particular SLA before it will be considered overdue or not.
This SLAs only applies to concerns that requires additional effort in ocular, purchasing, logistic or other agendas which may consume time over than 4-5 hours. Urgent concerns will be attended accordingly.
