Support response times
Severity response times (SRT) allow us to prioritise issues based on their importance and impact on business-critical functions.
All of the response times detailed below are within working hours unless you have an extended out-of-hours SLA.
Severity 1
Your website is offline or not functioning. The platform is inoperable and is causing significant detriment to the business or overall usage of the website.
Example: Users are unable to checkout or add products to the basket.
Response: We will acknowledge the issue within one hour however this is a maximum time and we endeavour to respond immediately. You will be given priority status and we aim to resolve the issue within 4 hours. An interim solution may be applied to resume services and a final solution to be confirmed within 2 hours.
Severity 2
Parts of your website are not accessible or not functioning. While the services are not completely offline, there is a major impact to the customer’s operation and business-critical services are significantly disrupted.
Example: A bestselling product page is unavailable due to a technical error.
Response: We will assign a developer to investigate within 4 hours. An interim solution may be applied and we will provide a final resolution to the issue within five business days.
Severity 3
An error is identified that is impacting the operation mildly, but it does not affect the performance of the services or business-critical functions.
Example: Email notifications from website forms are being entered into the customer CRM incorrectly and is causing additional administration for sales staff.
Response: We will acknowledge the issue within 8 hours. We will assign a developer to investigate within 3 days and a final resolution will be confirmed and applied within another 6 days.
Severity 4
Infrequent errors identified with the services.
Example: An image is being displayed incorrectly and is squashing the correct ratio proportions of display.
Response: We will acknowledge the issue within 8 hours. An investigation will be scheduled as part of maintenance hours or warranty in agreement with you and your account manager.