Defects SLA

To facilitate completion of testing within the planned schedule, the following SLAs should be in place with the product vendors for incident fixes:

Severity Level	Definition	Consequence	Resolution SLA (by XXX) – Sprint Testing	Resolution SLA (by XXX) - SIT
Severity 1	Showstopper –– Severe business impact and no work around available.	Such defect results in failure of the complete software system / sub-system / program / module within the system. Tester’s ability to operate the system either totally or almost totally, affected.	1 day	1 day
Severity 2	Considerable business impact, but work around available to overcome the issue.	Such defect results in failure of the complete software system / subsystem / program / module within the system. Defect affects an area of functionality but there is a work-around which negates the impact to business process and testing can continue.	To be fixed and made available in the next sprint	2 days
Severity 3	Non-critical impact & there is no data loss	Such defect does not result in a failure, but causes the system to produce incorrect, incomplete or inconsistent results, or the defect impairs the systems usability.	To be fixed and made available in the next sprint or agreed upon future sprint	3 days
Severity 4	Minor impact on system function or a cosmetic error	This is for minor problems, such as failures at extreme boundary conditions that are unlikely to occur in normal use, or minor errors in layout/formatting.	To be fixed and made available in the next sprint or agreed upon future sprint	5 days