ARKANA

Knowledge Base

Everything you need to know about our support operations, team structure, and service level agreements.

Arkana Support Army

Project Support / Delivery & Operation

A

Ahmad Raihan Siregar

Project Manager
D

Dimas Trian Nugraha

Lead Developer
F

Fadli Fatanah Setiadi

Developer
S

Syahid Abdillah

Developer
A

Arinal Rahmat

Developer
A

Andana Budhi Andika

Functional
A

Ahmad Raihan Siregar

Project Manager

D

Dimas Trian Nugraha

Lead Developer

F

Fadli Fatanah Setiadi

Developer

S

Syahid Abdillah

Developer

A

Arinal Rahmat

Developer

A

Andana Budhi Andika

Functional

SLA Regulations 2026

Standard resolution targets based on ticket priority.

Urgent Priority

Critical business impact requiring immediate attention.

Office Hours

24 Hours (3 Days)

Calendar Hours

101 Hours

High Priority

Significant impact on business operations.

Office Hours

32 Hours (4 Days)

Calendar Hours

134 Hours

Medium Priority

Standard issues with moderate business impact.

Office Hours

48 Hours (6 Days)

Calendar Hours

202 Hours

Low Priority

Minor requests or general inquiries.

Office Hours

64 Hours (8 Days)

Calendar Hours

269 Hours

Calculation Rule: Office hours are calculated based on 8-hour workdays. Calendar hours represent the total elapsed time from creation to resolution. Ratio: 1 week = 168 calendar hours, 40 effective work hours (0.238 ratio).

Need Assistance?

For updates on team structure or SLA adjustments, please contact the Delivery & Operation manager or refer to the internal Arkana documentation.