{"id":394,"date":"2026-06-17T00:45:19","date_gmt":"2026-06-17T00:45:19","guid":{"rendered":"https:\/\/rdp.in\/gpu-mart\/service-level\/"},"modified":"2026-06-17T00:45:19","modified_gmt":"2026-06-17T00:45:19","slug":"service-level","status":"publish","type":"page","link":"https:\/\/rdp.in\/gpu-mart\/service-level\/","title":{"rendered":"Service Level &#038; Turnaround Policy"},"content":{"rendered":"<style>.gm-policy{max-width:900px;margin:0 auto;line-height:1.7;color:#3a3a3a;font-size:16px}.gm-policy .gm-eyebrow{color:#d82228;font-weight:700;font-size:12px;letter-spacing:.1em;text-transform:uppercase;margin:0 0 4px}.gm-policy .gm-meta{color:#6a6a6a;font-size:13px;margin:0 0 18px;border-bottom:1px solid #e2e2e2;padding-bottom:14px}.gm-policy h2{color:#111;font-size:22px;font-weight:700;margin:26px 0 10px}.gm-policy p{margin:0 0 12px}.gm-policy a{color:#d82228;text-decoration:none}.gm-policy .lead{font-size:17px}.gm-policy table{width:100%;border-collapse:collapse;margin:6px 0 16px;font-size:15px}.gm-policy td{border-bottom:1px solid #e2e2e2;padding:9px 0;vertical-align:top}.gm-policy td:first-child{color:#6a6a6a;width:36%;padding-right:16px}<\/style>\n<div class=\"gm-policy\">\n<p class=\"gm-eyebrow\">GPU Mart &middot; Policies<\/p>\n<p class=\"gm-meta\">Effective date: 17 June 2026 &middot; Last updated: 17 June 2026 &middot; Version 1.0<\/p>\n<p class=\"lead\">Coverage windows, response and restore targets, escalation, and exclusions for GPU Mart support and AMC services where purchased.<\/p>\n<h2>1. Applicability<\/h2>\n<p>This policy applies where you have purchased a support plan or AMC. Without a plan, support is limited to warranty defect handling under the <a href=\"\/gpu-mart\/warranty-support\/\">Warranty &amp; Support Policy<\/a>.<\/p>\n<h2>2. Coverage windows<\/h2>\n<table class=\"kv\">\n<tr>\n<td>Standard<\/td>\n<td>Business hours, Monday to Saturday, 10:00 AM to 7:00 PM IST<\/td>\n<\/tr>\n<tr>\n<td>Enhanced<\/td>\n<td>Extended-hours \/ next-business-day on-site, where purchased<\/td>\n<\/tr>\n<tr>\n<td>Mission-critical<\/td>\n<td>24&times;7 with priority parts, where a mission-critical AMC is purchased<\/td>\n<\/tr>\n<\/table>\n<h2>3. Response and restore targets<\/h2>\n<table class=\"kv\">\n<tr>\n<td>Severity 1 (system down)<\/td>\n<td>Response 4 business hours; restore target best-effort by next business day, or per the applicable AMC<\/td>\n<\/tr>\n<tr>\n<td>Severity 2 (degraded)<\/td>\n<td>Response 8 business hours<\/td>\n<\/tr>\n<tr>\n<td>Severity 3 (general)<\/td>\n<td>Response 2 business days<\/td>\n<\/tr>\n<\/table>\n<p>Targets are commercially reasonable objectives, not guarantees, and depend on access, diagnosis, and OEM\/parts availability. Where RDP publishes a separate Support SLA document, that document governs the specifics.<\/p>\n<h2>4. Escalation matrix<\/h2>\n<p>Unresolved issues escalate through L1 support &rarr; L2 engineering &rarr; Account Manager \/ OEM. Contact details are on the <a href=\"\/gpu-mart\/contact-grievance\/\">Contact &amp; Grievance<\/a> page.<\/p>\n<h2>5. Exclusions and dependencies<\/h2>\n<p>SLA targets exclude issues caused by site conditions (power, cooling, network), customer changes, third-party software, force-majeure events, and delays in customer cooperation or access. Parts supply may depend on OEM lead times.<\/p>\n<h2>6. Reporting<\/h2>\n<p>Log issues via support@rdp.in (or raise a ticket at https:\/\/rdp.in\/contact) with system details and severity. Accurate information speeds diagnosis and restore.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>GPU Mart &middot; Policies Effective date: 17 June 2026 &middot; Last updated: 17 June 2026 &middot; Version 1.0 Coverage windows, response and restore targets, escalation, and exclusions for GPU Mart support and AMC services where purchased. 1. Applicability This policy applies where you have purchased a support plan or AMC. Without a plan, support is [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-394","page","type-page","status-publish","hentry"],"_hostinger_reach_plugin_has_subscription_block":false,"_hostinger_reach_plugin_is_elementor":false,"_links":{"self":[{"href":"https:\/\/rdp.in\/gpu-mart\/wp-json\/wp\/v2\/pages\/394","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/rdp.in\/gpu-mart\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/rdp.in\/gpu-mart\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/rdp.in\/gpu-mart\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/rdp.in\/gpu-mart\/wp-json\/wp\/v2\/comments?post=394"}],"version-history":[{"count":0,"href":"https:\/\/rdp.in\/gpu-mart\/wp-json\/wp\/v2\/pages\/394\/revisions"}],"wp:attachment":[{"href":"https:\/\/rdp.in\/gpu-mart\/wp-json\/wp\/v2\/media?parent=394"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}