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.