Support SLA
Service SLA Matrix
Service priority and response time matrix for COLORJET Bangladesh technical support.
SLA Matrix
Technical Support Response Standard
Use this table for internal service priority and customer expectation control.
| Issue Type | Priority | First Response | Target Action | Owner |
|---|---|---|---|---|
| Production stopped | Emergency | Within 30 minutes | Same day / urgent visit | Support Head |
| Print quality issue | High | Within 2 hours | 24 hours | Assigned Engineer |
| Installation request | Scheduled | Within 4 hours | As per delivery plan | Operation Team |
| Spare parts replacement | Medium | Within 4 hours | 24-48 hours | Parts + Engineer |
| Software/RIP issue | Medium | Within 2 hours | Remote first | Technical Team |
| Routine maintenance | Normal | Within 1 working day | Scheduled | Support Control |