S.No | Request Type | Time to First Response (In Hours) | Time to Resolution (In Hours) |
1 | User Onboarding (New) | 6 | 24 |
2 | User Onboarding (Existing) | 6 | 16 |
3 | Platform Registration Form | 6 | 16 |
3 | Remove JIRA users | 6 | 16 |
4 | Project Onboarding | 6 | 24 |
5 | Change Request for Jira | 6 | 32** |
6 | Bug (JSR) | 6 | 24 |
7 | Other technical Issue or quiries | 6 | 24 |
Note: SLA hours are business hours not including holidays
**Change request SLAs may vary (upto 48-56 hours) depending on the level of customization asked
The Jira cost will be 19 euros per user per month irrespective of the number of projects the user is being added.