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Service Level Agreement
Updated over a week ago

Support priority is assigned solely by Cost Center. Resolution time starts from the first formal contact about the issue. Resolution time is paused when communication by the customer is pending.

Priority

Time to Resolution

P1

Up to 4 hours

P2

Up to 2 working days

P3

Up to 10 working days

P1 Issue

Full functional outage. Examples include, but not limited to:

  • The platform is offline.

  • The platform is online but all users are unable to login.

  • The platform is online, users can login, but are unable to use any function with no available workarounds.

P2 Issue

Partial functional degradation, where the platform is available, but has been severely impacted. Examples include but not limited to:

  • New users are unable to register.

  • Data processing is delayed by more than 24 hours.

  • Reports fail to generate 50% of the time.

  • Reports are missing key performance indicators like revenue and spending data.

P3 Issue

General support issues. Examples include but not limited to:

  • Issues with approachable workarounds, such as being unable to rename a resource.

  • Requests for data clarification around reporting metrics.

  • Typos and other non-functional changes.

  • Restoration requests such as restoring deleted users, or recovering from other user initiated changes.

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