Critical: 1 business day – When a critical priority issue is reported, and assessed to be consistent with the definition of a critical priority issue by the eRoam QA team, eRoam will respond by close of business (IST) of the next business day. If we are unable to resolve the issue by one business day, we will provide a meaningful update and estimate of when the issue will be resolved.
Critical Priority Definition Examples: Issue(s) preventing the user from completing bookings in the eRoam system.
High: 2 business days – When a high priority issue is reported, and assessed to be consistent with the definition of a high priority issue by the eRoam QA team, the team will respond by close of business (IST) of the second business day. If we are unable to resolve the issue by two business days, we will provide a meaningful update and estimate of when the issue will be resolved.
High priority Definition Examples: Intermittent instability issues causing interruptions in the booking process or a problem with a specific supplier API
Medium: 4 business days – When a medium priority issue is reported, the team will respond by close of business (IST) of the four business days. If we are unable to resolve the issue by four business days we will provide a meaningful update and estimate of when the issue will be resolved.
Medium Priority Definition Examples: Issue(s) affecting secondary functionalities or performance, causing some inconvenience but not hindering core operations, such as occasional slow loading times for non-essential pages or features.
Low: 10 business days – When a low priority issue is reported, the team will respond by close of business (IST) of the tenth business day. If we are unable to resolve the issue by ten business days, we will provide a meaningful update and estimate of when the issue will be resolved.
Low Priority Definition Examples: Minor issues, such as typos, theme-related problems, or cosmetic discrepancies that do not significantly impact functionality.
