Service Level Agreement (SLA): Our Response Times
When you sign up as one of our customers, we commit ourselves to providing you with the service you have paid for. If this service is disrupted, as part of our Service Level Agreement, we have a responsibility to inform those affected and to resolve the problem within a reasonable timeframe.
Response times vary according to the severity of the issue.
P1 - Severe operational problem that results in a significant loss of productivity for all users
Example: The system going down.
First Response Time: Within 2 hours.
Resolution: As soon as possible.
P2 - Moderate operational problem that results in a loss of productivity for all users
Examples: Intermittent system failure, the loss of some functionality, data corruption, significant degradation of performance.
First Response Time: Within 4 hours.
Resolution: As soon as possible.
P3 - Minor operational problem that results in a small loss of productivity to a limited number of users, often with a simple workaround available
Example: One of our features not working as intended.
First Response Time: Within 24 hours.
Resolution: The problem is absorbed into our standard development pipeline, with a fix being included in a future bi-weekly, monthly, or quarterly release.
P4 - Non-critical issue
Example: Documentation error.
First Response: Within 48 hours.
Resolution: The problem is absorbed into our standard development pipeline, with a fix being included in a future bi-weekly, monthly, or quarterly release.
Where a Workaround solution (a temporary fix that restores full system functionality) is available, this must be implemented within 48 hours of the issue being identified. A permanent solution must eventually replace the workaround.
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