Answer / krish

i think its seviority and priority basis.

Answer / veeru

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Resolving with in SLA means every organisation have
maintain certain SLA`s (Service level agreement,so you have
to solve the issue in that time frame.
Example :Business critical - 1-2 Hours
High -- 5 Hours
Medium - 1-3 days
Enhancement - 15 days.

But these are differ from org to org,not a standard.
This qn will also ask the interviews.

Answer / prasad

its based on Priority and severity basis on terms and conditions mentioned in SLA(service lease agreement).

Answer / manoj kumar guin

In our project,We have two kind of SLA that is one for response SLA and one for resolution SLA.

SLA basically depends on priority of the issue.

Thanks

Manoj Kumar guin

Answer / anand kishore

SLA Service level agreement means there is a time-frame made to complete certain work. for example: customer writes an email to us regarding xyz. we have defined a time in which we need to reply the same email. it includes time management and how to prioritise our works.

If the customer is not answered in the given time frame, he/ she will be confused that will my issue be resolved. at least he should receive any kind of notification from customer care that we are working to resolve your issue. It can take more time etc.

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