PMS Service Levels

PMS Service Levels

The below SLA is applicable to all tickets, faults and calls that are initiated for support.


Category
Maximum Response Time “A”
Resolution Target “B”


Priority 1 incident

(where the Services are not
 available)


5 Minutes

(use of Hotline allowed)

15 Minutes


Priority 2 incident 

(where the Services are significantly disrupted)


10 Minutes

(use of Hotline allowed)

30 Minutes


Priority 3 incident

(where components of the Services  or 3 rd  party interfaces are disrupted or unavailable)


15 Minutes

(use of Hotline allowed)

60 Minutes


Priority 4 incident

(where user receives error message and system does now allow user to proceed with a function)


30 Minutes

(use of Hotline allowed, plus user must email to             support@mycloudhospitalsity.com )

60  Minutes


Priority 5 incident

(where user receives an error but system allows them to proceed with operation or user has a query or needs help with a feature)


4 Hrs

(use of Hotline not allowed, user must email to support or request 

help over online chat)

24 Hrs

( based on office working hours)

 

“ A ” – Time within which the mycloud will acknowledge the issue raised by the hotel and provide appropriate ticket number and contact details of the assigned engineer.

           “ B ” – Time (after “A”) within which the issue will be resolved.                                   

Support Desk : 

Hotline : reach out to central line : +91-88102 19375 or your dedicated account manager

Email : support@mycloudhospitality.com

Chat :  www.mycloudhospitality.com or Login into application and access chat

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