- PLM System Technical Defects
- PLM System Application Issues
- Technical “Run” and Application Maintenance activities
- Enhancements less than or equal to 5 person days
SCOPE
KEY PERFORMANCE INDICATORS
- % of Resolution within SLA
- No. of Tickets Outside of SLO/SLA
- Number of repeated Incidents
- Number of Failures after Solution release
- Resource Utilization – Average Resolution Effort and Time by Severity
REPORTS
- Weekly Ticket Status Tracking
- Monthly Support Performance Tracking
- Quarterly Steering Report with KPIs
RESPONSE TIMES
| Severity Level | Characteristics | Resolution Time |
| Severity 1 (Major) | ⇒ PLM System not available ⇒ Impact is Organization wide and it affects most or all users ⇒ No workaround available | 4 hours |
| Severity 2 (Moderate) | ⇒ PLM System is available but some of the business functionality or features failed to function normally ⇒ Impact is limited to a set of users or user groups ⇒ A workaround is available but its not efficient or limited | 2 Business Days |
| Severity 3 (Minor) | ⇒ PLM System is available but one or the business functionality or feature failed to function normally ⇒ Impact is limited to a set of users or user groups ⇒ A workaround is available for business continuity | 5 Business Days |
| Service Requests | ⇒ PLM is functioning as expected ⇒ Minor or Major change requests to current business functionality less than 80 Hours ⇒ Business as usual changes | Based on Estimation, review and Prioritization by the Customer |