Service Level Agreement (SLA)
Response and resolution targets that match retail/hospitality reality.
Severity Matrix
| Severity | Definition | Initial Response | Workaround | Resolution |
|---|---|---|---|---|
| P1 – Critical | Sales‑stopping outage; no workaround. | Within 1 hour | 4 hours | Same day |
| P2 – High | Major feature degraded; significant impact. | Within 2 hours | 1 business day | 3 business days |
| P3 – Medium | Non‑blocking issue or intermittent fault. | 1 business day | As needed | 5 business days |
| P4 – Low | How‑to, cosmetic, suggestions. | 2 business days | — | — |
Scope
- Support hours: Mon–Fri 08:00–18:00, Sat–Sun 10:00–16:00 (UK).
- Out‑of‑hours cover for P1 incidents only.
- Targets apply when you provide required diagnostics (logs/screenshots).
Last updated: 2025-08-30