SOP
  • Standard Operating Procedure
  • Introduction
  • Notes & Todos
  • Changelog
  • The Company
    • Culture
      • Management
      • Mäd Friday
      • Core Values
      • Principles
      • The Mäd Flywheel
      • Team Handbook
      • Blogs & Websites Worth Reading
      • Required & Recommended Reading
      • Recommended Videos
    • The Mäd Brand
      • Our Golden Circle
      • Brand Assets
      • Mäd.com
      • why.workwithmad.com
      • Writing Case Studies
    • Transparency
  • Project Work
    • General Working Practices
      • The Project Brief
      • AAR - After Action Review
      • New Client Onboarding
      • Status Updates
      • Files & Backups
    • Design Working Practices
      • Website Go-Live Checklist
      • Resources.
      • Brand and Web Design Sprint Agenda
      • Key Design Team Roles
      • Ideation and Brainstorming
      • Design Thinking
      • Questions for Flows
      • Webflow Hosting
      • Corporate Website Go-Live Checklist
      • Setting Up an App Store Account
      • Domain Pointing and IP Addresses
      • Writing Specifications
      • Bug Reporting Template
    • Tools
  • Operations
    • People Operations
      • Open Positions
      • Employment Contract
      • Key Documents
      • Hiring
      • Hiring Process
      • Hiring FAQ
      • On-boarding
      • Probation
      • Health and Accident Insurance
      • One to Ones
      • Off-boarding
      • Resignations
      • Salary Scale
      • Salary Increases
      • Holidays
      • Benefits
      • Business Visas
      • Reviews and Performance
      • Parental Leave
    • Finance
      • Procurement Onboarding
      • New Client Financial Details
      • Reports
      • Using Company Money (Expenses)
      • Bank Accounts
      • Free Cash Flow
    • Legal
      • Our Law Firm
      • Legal Entities
      • Document Templates
      • Non-Disclosure Agreement (NDA)
      • Service Level Agreement (SLA)
      • Engagement Agreement
    • Sales
      • Newsletter Format
      • Scope of Work
      • Minimum Project Price
      • Non-Negotiable Contractual Points
      • Credentials Deck
      • Proposal Format
      • Qualifying Prospects
      • CRM
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On this page
  • Red – Critical issue
  • Orange – Serious issue
  • Yellow – Urgent Issue
  • Green – General Issue
  1. Operations
  2. Legal

Service Level Agreement (SLA)

Red – Critical issue

  • Contact type: Phone call to the emergency contact number.

  • Response: Team will be reviewing and taking action within 30 minutes within Mon-Fri 9am-6pm on working days. Outside of working hours, this will be within 1 hour.

  • Definition:

    • API Response Failures / Server Errors / Database Errors

    • A system-wide error that affects all users, and stops them using the app or causes a spike of 5% of user-base crashes.

Orange – Serious issue

  • Contact type: Phone call to the emergency contact number.

  • Response: Team will be reviewing and taking action within two hours.

  • Definition:

    • A system-wide error that affects all users, and stops them using the app or causes a spike of 2% of user-base crashes.

    • The system is usable but slow, etc.

Yellow – Urgent Issue

  • Contact type: Flag in Asana, followed by Instant Message alert

  • Response: Team will be reviewing and taking action on the same day (8 hours)

  • Definition:

    • An investigation into potential integration issues, that are not confirmed to be coming from a particular integration.

    • The requirement to block users for fraud, etc.

Green – General Issue

  • Contact type: Flag in Asana

  • Response: Team will be reviewing next two working days, and schedule out a solution and timeline within 4 working hours.

  • Definition:

    • Bugs that affect only a handful of users.

    • UI bugs, misspelling on labels, change requests.

Last updated 7 years ago