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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.