SLAs

Issue Priorities

Unclassified - The default type of the ticket.
Functional Query - Any nontechnical queries/concerns related to our services and product.
Bug - Any flaw, fault, error, or unexpected behavior in the application.
Service Request - Requests to update/upgrade their site, change in subscription, request to send invoice, etc.
Investigation - Functional queries requiring a deep-down investigation to understand the performance, and flow, and how one can optimize it.
Critical - When the site is down or inoperable, server failure, or anything that restricts the customer from using our service.

Service Level Agreements

They are allocated based on the type of the ticket and are calculated under Business Hours (Monday to Friday, 10 am to 6 pm IST). Weekend Support is for issues that are of high severity or justify the conditions of Issue Priority as Critical.

They are currently classified into three categories:

1. SLA for Central Customers who have purchased L1

Issue Priority	Response Time	Resolution Time
Unclassified	2 hours	4 hours
Critical	1 hour	4 hours
Functional Query	2 hours	16 hours
Investigation	2 hours	16 hours
Bug	2 hours	40 hours or the next release
Service Request	2 hours	40 hours

2. SLA for Enterprise Customers with Priority SLA

Issue Priority	Response Time	Resolution Time
Unclassified	1 hour	4 hours
Critical	1 hour	2 hours
Functional Query	1 hour	12 hours
Investigation	1 hour	12 hours
Bug	1 hour	32 hours or the next release
Service Request	1 hour	32 hours

3. SLA for Customers who have purchased Product Warranty only

Issue Priority	Response Time	Resolution Time
Unclassified	2 hour	4 hours
Critical	1 hour	4 hours
Bug	2 hours	32 hours or the next release

Note:

Every Support Consultant is notified and trained on how to prioritize based on SLA and avoid breaching it.
The SLA is assigned to the ticket and changes based on the priority set as mentioned in the table above.
More Information on Support and SLA can be found here.