# Severity model and SLA template

**FusionCX Library** · Template · Last reviewed 3 September 2026  
Fill the `[bracketed]` fields. Targets below are the published FusionCX defaults; replace them with the figures that go in your Statement of Work.

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## How to use this

1. Confirm the severity definitions against how your customers actually get blocked.
2. Set first-response, resolution and update clocks per severity.
3. Write attainment targets into the SOW. Misses are reviewed monthly; a persistent miss is a termination trigger for you.
4. Record exclusions from the clock and the resolution standard in the same document as the table, so they cannot be argued later.

Clocks run in the shift covering the ticket unless you buy 24/7 P1 on-call.

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## Severity table

| Severity | Definition | First response | Resolution or escalation | Customer updates | Attainment target |
|---|---|---|---|---|---|
| P1 | Production application down, data integrity at risk, or a security or privacy concern | 15 min | Escalate within 30 min; engaged until closure | Every 60 min | 98% |
| P2 | Customer blocked from progressing a build or a paid outcome; churn risk flagged | 30 min | 4 business hours | Every 4 business hours | 95% |
| P3 | Guidance, non-blocking issues, onboarding, scheduled engagement | 2 business hours | 1 business day | Daily | 95% |
| P4 | Feedback, feature requests, cosmetic issues | 1 business day | Acknowledgement | On closure | 95% |
| Call or screen-share | Customer requests a live session | Slots within 2 business hours | Session within 1 business day | — | 98% |

Replace clocks and targets as needed:

| Severity | Your definition | First response | Resolution or escalation | Customer updates | Target |
|---|---|---|---|---|---|
| P1 | | | | | |
| P2 | | | | | |
| P3 | | | | | |
| P4 | | | | | |
| Call or screen-share | | | | | |

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## Exclusions from the clock

Time waiting on the customer, or on your engineering after a compliant escalation, is excluded.

A ticket reopened within 7 days counts as unresolved for first-contact resolution. Do not close and reopen to reset a clock.

**Your additions**

- [ ]

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## Resolution standard

A ticket is resolved when the customer confirms the objective is achieved, or the engineer has demonstrated the outcome in your tooling and the customer has not objected within 24 hours.

**Your standard**

- [ ]

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## Coverage assumptions (edit to match the SOW)

| Shift | Hours | Notes |
|---|---|---|
| North America | 08:00–21:00 ET, Mon–Fri | Business English; screen-share capable |
| India | 09:00–21:00 IST, Mon–Sat | Business English and Hindi; screen-share capable |
| EMEA / APAC | On request | Language by shift |
| Outside shifts | P1 routes to your on-call | Other clocks start at next shift; 24/7 P1 on-call available |
| Shift boundary | Full handover in your tooling | Nothing left unassigned |
| Public holidays | Equivalent cover maintained | No additional holidays without equivalent cover |

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## Attainment measurement

| Field | Default |
|---|---|
| Window | Calendar month, reported by the 3rd business day |
| Denominator | Tickets whose clock completed in the window, after exclusions |
| P1 / live-session target | 98% |
| P2–P4 target | 95% |
| First-contact resolution | Reopen within 7 days = not FCR |
| Miss handling | Remediation plan within 5 business days of the monthly review |

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## Sign-off

| Role | Name | Date |
|---|---|---|
| Your support lead | | |
| Engagement manager | | |