SLA
Classification of Malfunctions and our Response Times
Perceived errors and malfunctions will be categorized as follows:
| Priority | Response & Resolution Times |
|---|---|
|
High
An incoming error message is classified as "high priority" if a substantial number of customers are unable to process domains |
Response Time: 4 hours Resolution Time: 24 hours |
|
Medium
An incoming error message is classified as "medium priority" if a substantial number of customers are unable to process secondary feature set of our services |
Response Time: 24 hours Resolution Time: 5 working days |
|
Low
An incoming error message is classified as "low priority" if it impacts a selected number of customers where they are unable to process domains or secondary feature set of our services |
Response Time: 3 working days Resolution Time: 28 working days |
|
Other
Malfunctions that cannot be assigned to one of the priorities stated above will be categorized other or are caused by a 3rd party provider. |
Response Time: 7 working days Resolution Time: unspecified |
