The service level agreement (SLA) priority levels and escalation times are described here.
inVia Robotics handles different issues as per the assigned priority level that is defined as follows:
- Low Intermittent issue—Does not impact normal operation of the system.
- Medium Frequent issue—One or more functions of the system are seriously impacted.
- High—System is not functional. Operations are seriously impacted.
See the inVia Service Level Agreement document for more details.