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.
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.
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.
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.
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.