> For the complete documentation index, see [llms.txt](https://process.mad.co/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://process.mad.co/operations/legal/sla.md).

# Service Level Agreement (SLA)

## Red – Critical issue

* **Contact type:** Phone call to the emergency contact number.<br>
* **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. <br>
* **Definition:**<br>
  * 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.<br>
* **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<br>
* **Response:** Team will be reviewing and taking action on the same day (8 hours)<br>
* **Definition:**<br>
  * 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<br>
* **Response:** Team will be reviewing next two working days, and schedule out a solution and timeline within 4 working hours. <br>
* **Definition:**<br>
  * Bugs that affect only a handful of users.
  * UI bugs, misspelling on labels, change requests.