SLA for JIRA Service Requests

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.

CPS-JIRA SQUAD