During the course of the project issues would arise. Unresolved issues could impede the project’s progress. Effective issue management is a key element of project success. Our approach to the issue resolution process is explained below in Figure which provides a common understanding of managing issues by logged, analyzing, resolving, approving, and communicating.
Figure – Issue Resolution Process

AKRA TECH believes that we would need to categorize the issue based on the severity and impact and provide the response accordingly, the resolution time would be discussed and a timeline offered against service level agreements (SLAs) and key performance indicators, for example:
Severity and Impact | Indicators | Response Time |
1 – Critical |
|
Less than 30 min |
2 – Significant |
|
Less than 3 hours |
3 – Minor |
|
Less than 24 hours |