TABLE OF CONTENTS
- Support Working Hours
- SLA Targets
- Priority Definitions
- SLA Notes
- Ticket Logging & Escalation Matrix
- Escalation Matrix
Support Working Hours
Our IT Helpdesk provides support during the following business hours:
- Working Days: Monday to Friday
- Support Hours:9:30 AM to 6:30 PM
- Weekly Off: Saturday & Sunday.
Note: Planned activities such as server maintenance, network upgrades, patching, or other infrastructure changes may be scheduled outside business hours or on weekends to minimize disruption to business operations. Such activities will be communicated in advance whenever possible.
SLA Targets
| Priority | First Response Time | Resolution Time |
|---|---|---|
| Urgent | Within 2 Hours | Within 8 Hours |
| High | Within 4 Hours | Within 12 Hours |
| Medium | Within 8 Hours | Within 1 Business Day |
| Low | Within 1 Business Day | Within 3 Business Days |
Priority Definitions
- Urgent: Critical issue causing complete business disruption or affecting multiple users.
- High: Major issue impacting business operations with limited or no workaround.
- Medium: Issue affecting an individual user or a non-critical service.
- Low: General service requests, software installations, password resets, or minor issues.
SLA Notes
- SLA timings are calculated only during business hours.
- Resolution times may vary if additional information, customer approval, or third-party vendor support is required.
- Tickets awaiting customer response will be placed on hold, and the SLA timer may be paused until the required information is received.
- Critical incidents will be prioritized and escalated as per the defined escalation process.
- Planned maintenance activities may be performed after business hours or during weekends to avoid impacting daily business operations.
Ticket Logging & Escalation Matrix
How to Log a Support Request
You can raise an IT support request through any of the following channels:
- Support Portal:support.oasissoftware.in
- Email:support@oasissoftware.in
Please provide a detailed description of the issue along with any relevant screenshots or error messages to help us resolve your request more efficiently.
Escalation Matrix
| Escalation Level | Support | Email ID |
| Level 1 | General support | support@oasissoftware.in |
| Level 2 | Escalation to IT Manager | supportmanager@oasissoftware.in |
| Level 3 | Highest escalation | escalation@oasissoftware.in |
Escalation Guidelines
- Level 1: All incidents and service requests should initially be logged through the support portal or email. A Support Engineer will acknowledge and work on the ticket as per the defined SLA.
- Level 2: If the issue remains unresolved within the agreed SLA or requires managerial intervention, it will be escalated to the IT Manager.
- Level 3: Critical issues, repeated SLA breaches, or issues requiring higher-level management attention will be escalated to the IT Head.
Note: Customers are requested not to escalate directly unless the issue has exceeded the applicable SLA or has been advised by the support team. All communication and progress updates will be recorded against the support ticket to ensure complete visibility and timely resolution.