When a customer issue is reported, we prioritize it into one of the five service levels. Ticket updates are based on the expected timeline for each service level, ensuring that the issue is being handled in a timely manner.
Service level
Definition
Examples
Expected timeline
Critical
An issue resulting from an inability to access the application or services from > 50% of customers.
Site or service down
Bug preventing basic use of the functionality
Unusually slow system performance
Our team will review the issue within 1 hour of discovery.
Follow-up will be provided every 4 hours or during other agreed-upon time frames.
High
An issue blocking functionality with no workaround affecting > 10 customers.
A subset of users is unable to use the functionality over a sustained length of time.
Regressions
Our team will review the issue within 1 business day.
Follow-up will be provided every business day or during other agreed-upon time frames.
Medium
An issue affecting a subset of users, but a workaround exists for users to continue leveraging the functionality.
Transient or intermittent failures affecting a subset of users
Our team will review the issue within 5 business days.
Follow-up will be provided every 3 business days or during other agreed-upon time frames.
Low
A low-impact issue that affects a cosmetic or minor aspect of the functionality.
Cosmetic issue
Minor bugs
Our team will review the issue within 10 business days.
Follow-up will be provided every 5 business days or during other agreed-upon time frames.
Feature Request
A request for new functionality.
Product improvement ideas
Our team will review and discuss the request within 10 business days.
