{"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":"2026-06-28T02:48:44","modified_gmt":"2026-06-28T02:48:44","slug":"service-level","status":"publish","type":"page","link":"https:\/\/rdp.in\/gpu-mart\/service-level\/","title":{"rendered":"Service Level & Turnaround Policy"},"content":{"rendered":"
\n

GPU Mart · Policies<\/p>\n

Effective date: 17 June 2026 · Last updated: 17 June 2026 · Version 1.0<\/p>\n

Coverage windows, response and restore targets, escalation, and exclusions for GPU Mart support and AMC services where purchased.<\/p>\n

1. Applicability<\/h2>\n

This policy applies where you have purchased a support plan or AMC. Without a plan, support is limited to warranty defect handling under the Warranty & Support Policy<\/a>.<\/p>\n

2. Coverage windows<\/h2>\n\n\n\n\n
Standard<\/td>\nBusiness hours, Monday to Saturday, 10:00 AM to 7:00 PM IST<\/td>\n<\/tr>\n
Enhanced<\/td>\nExtended-hours \/ next-business-day on-site, where purchased<\/td>\n<\/tr>\n
Mission-critical<\/td>\n24×7 with priority parts, where a mission-critical AMC is purchased<\/td>\n<\/tr>\n<\/table>\n

3. Response and restore targets<\/h2>\n\n\n\n\n
Severity 1 (system down)<\/td>\nResponse 4 business hours; restore target best-effort by next business day, or per the applicable AMC<\/td>\n<\/tr>\n
Severity 2 (degraded)<\/td>\nResponse 8 business hours<\/td>\n<\/tr>\n
Severity 3 (general)<\/td>\nResponse 2 business days<\/td>\n<\/tr>\n<\/table>\n

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

4. Escalation matrix<\/h2>\n

Unresolved issues escalate through L1 support → L2 engineering → Account Manager \/ OEM. Contact details are on the Contact & Grievance<\/a> page.<\/p>\n

5. Exclusions and dependencies<\/h2>\n

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

6. Reporting<\/h2>\n

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":"

GPU Mart · Policies Effective date: 17 June 2026 · Last updated: 17 June 2026 · 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 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_yoast_wpseo_title":"","_yoast_wpseo_metadesc":"","rank_math_title":"","rank_math_description":"","_hermes_jsonld":"","footnotes":""},"class_list":["post-394","page","type-page","status-publish","hentry"],"_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":1,"href":"https:\/\/rdp.in\/gpu-mart\/wp-json\/wp\/v2\/pages\/394\/revisions"}],"predecessor-version":[{"id":1806,"href":"https:\/\/rdp.in\/gpu-mart\/wp-json\/wp\/v2\/pages\/394\/revisions\/1806"}],"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}]}}