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Service Level Agreement (SLA)
- 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.
- 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.
- 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.
- 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 modified 5yr ago