Service Level Agreement (SLA)
Severity Level 1: Critical
Refers to a total system failure or failure of a critical element or functionality that prevents key operations, such as interaction with conversations, payment processing, or total or partial platform accessibility.
| DESCRIPTION | TIME |
|---|---|
| Response Time | 1 hours |
| Initial Response | 15 minutes |
| Follow-up Interval | 1 hours |
| Maximum Resolution Time | 2 hours |
Available Channels
Severity Level 2: Moderate
Refers to issues affecting important but non-critical functionalities, such as errors in the user interface, problems with reports, specific views, or slowness in payment processing or interaction with conversations.
| DESCRIPTION | TIME |
|---|---|
| Response Time | 1 hours |
| Initial Response | 30 minutes |
| Follow-up Interval | 2 hours |
| Maximum Resolution Time | 4 hours |
Available Channels
Severity Level 3: Low
General requests, enhancements, and minor issues that do not significantly affect client operations.
| DESCRIPTION | TIME |
|---|---|
| Response Time | 1 hours |
| Initial Response | 1 hours |
| Follow-up Interval | 4 hours |
| Maximum Resolution Time | 24 hours |
Available Channels
Additional Notes: Cases may escalate in severity if not resolved in a reasonable time or if their impact increases.