Real Time Questions: -

Q) What is SLA?

Ans – SLA means Service Level Agreement. It is agreement made between your company (service provider) and customer or client. The service provider needs to resolve any issue or acknowledge any issue which impact customers and do any adhoc tasks received from client within the defined time which is mentioned in agreement.

Q) What is priorities?

Ans – It means how soon the issue should be resolved or the adhoc tasks need to complete.

Generally, different company have different priorities.

Considering general trend of priorities, it is of four types.

1. Critical (P1) – Some company or service provider has 15 minutes time to acknowledge the critical request received from customer and 1-2 hours of time to resolve the issue or complete the adhoc tasks.

2. High (P2) - Some company or service provider has 1-2 hours of time to acknowledge the high priority request received from customer and 2 hours to 1 day of time to resolve the issue or complete the adhoc tasks.

3. Medium (P3) - Some company or service provider has 1 day of time to acknowledge the Medium priority request received from customer and 1 day to 3 days of time to resolve the issue or complete the adhoc tasks.

4. Low (P4) - Some company or service provider has 2-3 days of time to acknowledge the Low priority request received from customer and 3 days to 7 days of time to resolve the issue or complete the adhoc tasks.

Q) What is severity?

Ans – The impact of an issue on the customers or system is called severity.

Q) If you will receive two critical request, then which would you resolve?

Ans – First I will go for severity. If severity is same, then resolve first come first serve basis.

If severity is different, then work on the high severity request first and then the next.

Q) What is SLA – Breach?

Ans – If the support engineer won’t able to resolve the issue within the specified time mentioned in SLA, then SLA will get breached and as a result, the service provider has to pay some penalty for it or provide some valid reason for it.

Q) What is Escalations?

Ans – Escalations means letting your higher authority know that the issue is not progressing or adhoc tasks is not completing within the specified time mentioned in SLA.

It can be done either by Support Engineer, the Customer or your manager.