Service Level Agreement
How we classify reported malfunctions and the response and resolution times you can expect from us.
Classification of Malfunctions and our Response Times
Perceived errors and malfunctions will be categorized as follows:
High priority
An incoming error message is classified as “high priority” if a substantial number of customers are unable to process domains.
Medium priority
An incoming error message is classified as “medium priority” if a substantial number of customers are unable to process the secondary feature set of our services.
Low priority
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 the secondary feature set of our services.
Other
Malfunctions that cannot be assigned to one of the priorities stated above will be categorized as “other” or are caused by a third-party provider.