Building scalable enterprise digital commerce for a global pharma giant
Digital transformation around the e-commerce services across multiple geographies and business divisions for a globally leading pharma company.
Category/Priority Definitions
Priority levels that are to be followed for SLAs to support TAM are defined as follows:
| Priority Level | Description |
|---|---|
| P1 – Urgent | A call is urgent if a business process / functionality / product cannot be carried out. The product is unusable, resulting in a critical impact on its operation. No workaround is available. |
| P2 – High | A call is high priority if the business process / functionality / software will operate but its operation is severely restricted. Probably very complicated workaround is available. |
| P3 – Medium | A call is medium priority if business process / functionality / software will operate with a usable workaround. |
| P4 – Low | The business process / functionality / software can be used with only slight inconvenience and does not meet above priorities. |
When an Incident is detected by the Supplier, its Severity level is determined by the Supplier and then confirmed by Customer.
Change of Severity level of an Incident cannot be done without Customer agreement.
SLA Timelines
All team members must ensure that the first response to every new issue is sent within the stipulated time period, which is defined for different priority levels as follows:
| Priority Level | Response Time | Repair Time |
|---|---|---|
| P1 – Critical | Within 1 hour | 90% in 5 hours |
| P2 – High | Within 2 hours | 90% in 10 hours |
| P3 – Medium | Within 6 hours | 90% in 20 hours |
| P4 – Low | Within 10 hours | 90% in 45 hours |
