Policy Document
Effective date: May 28, 2026
Severity and Response
- Critical incidents receive accelerated triage and active communication updates.
- Standard and low-priority requests are handled by queue-based operational scheduling.
Coverage Assumptions
- SLA clocks apply during agreed support windows unless contract states 24x7 coverage.
- Response time and resolution time are distinct metrics and may differ by issue class.
Customer Responsibilities
- Provide authorized contacts, clear issue details, and required environment access.
- Coordinate internal approvers for change and remediation actions.
Need clarification? Contact alok@tekvista.in with your company name, applicable policy, and commercial reference.
Compliance note: This page provides policy-level guidance and does not replace professional legal advice.