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Portal
Updated on May 2, 2022

Service Level Definitions


Severity 1 Critical Business Impact-All Productive Activity Stopped
  • All Customer Pumps Down
  • Customer is unable to sell products to end users when there is product, due to pump lockouts from FuelFACT controllers/Terminals
Severity 2 Major Business Impact-Some FuelFACT systems are down leading to loss in productivity but not complete site lockout
  • Critical components of the system are not working
  • Some FuelFACT terminals are down
  • Some Customer Pumps Down due to terminal/controller lockout
  • Customer is unable to use ATG for Wet stock management activities
Severity 3 Minor Business Impact-Minor Feature failure or Performance Degradation
Components of the system not working properly, however, an alternative solution is available
  • A non-essential feature of the service is unavailable with no alternative solution
  • Service behavior yields minimal loss of operational functionality or implementation resources (ex. Data streaming to FuelFACT Portal, from site is not happening. Business operations can continue but report will not be updated and price change is not possible)
  • Issue is isolated to a single user or equipment or instance
  • Reporting Portal is Down or malfunctioning
Severity 4 Minimal Business Impact - General Operations
  • Services Information Request
  • Services Enhancement
  • Services Docmentation Clarification
  • Setup requests

Service Level Objectives


SL: Severity Level
Incident: Incident Description
IRT: Initial Response Target
WAT: Workaround Target
RST: Resolution Target

Regular Office Hours (8am - 5pm CAT)

SERVICE LEVEL OBJECTIVES SLO MATRIX
SL Incident IRT WAT RST
1 All Pumps Down 60m 8hr 24hr
1 All Probes Down 60m 8hr 24hr
2 Some Pumps Down 4hr 12hr 48hr
2 Internet Down 24hr 48hr 72hr
2 Some ATGs Down 24hr 48hr 72hr
2 Price Change Down 4hr 12hr 24hr
3 Reporting Portal Down 24hr 48hr 72hr
4 Enhancement Request Time frame negotiable
For Severity Level 2 through 4, please wait half an hour between each escalations

Non Regular Office Hours

SERVICE LEVEL OBJECTIVES SLO MATRIX
SL Incident IRT WAT RST
1 All Pumps Down 2hr 16hr 48hr
1 Probes Down 2hr 16hr 48hr
2 Some Pumps Down 8hr 24hr 72hr
2 Internet Down 24hr 48hr 72hr
2 Some Probes Down 24hr 48hr 72hr
2 Price Change Down 4hr 12hr 24hr
3 Reporting Portal Down 48hr 72hr 72hr
4 Enhancement Request Time frame negotiable
For Severity Level 2 through 4, please wait half an hour between each escalations