Support Service Levels (SLA)
Overview
This article outlines how we provide support, including response times, issue prioritization, and escalation handling. Our goal is to ensure all clients receive timely, reliable assistance while maintaining high standards of service across our platform.
Support requests are prioritized based on the severity of the issue, which reflects the level of impact on your operations.
How We Prioritize Issues
When you submit a support request, it is categorized into one of the following severity levels:
| Severity | Description | Impact on Operations | Typical Examples | Priority Level |
|---|---|---|---|---|
| Critical (Showstopper) | Core platform or key functionality is unavailable with no workaround | Operations are fully blocked; users cannot proceed with essential workflows | Platform inaccessible, verification or screening not functioning, system-wide errors | Immediate and highest priority |
| High | Major feature is not working properly and significantly disrupts workflows, though partial workarounds may exist | Operations can continue but with major friction or inefficiency | Delays in processing, repeated errors, key features unreliable | Urgent priority |
| Medium | A specific feature, user group, or workflow is impacted, but core functionality remains usable | Minor disruption; users can continue with adjustments or workarounds | Intermittent issues, limited feature bugs, workflow inconsistencies | Standard priority |
| Low | Cosmetic issues, minor bugs, or general inquiries with no impact on functionality | No meaningful disruption to operations | UI inconsistencies, minor display issues, feature requests, general questions | Low priority |
Response Times
We aim to respond to all support requests as quickly as possible. Response times vary based on your plan and the severity of the issue.
| Plan | Response Time | Notes |
|---|---|---|
| Plus | Within 2 business days | Applies to standard support requests. Critical issues are prioritized and handled as quickly as possible. |
| Pro | Varies by package | Response times depend on your specific plan. Please refer to your agreement or contact your account representative for details. |
| Enterprise | Defined in custom SLA | Response times and support structure are outlined in your bespoke agreement, which may include priority handling and dedicated support channels. |
Escalation and Critical Issues
For critical issues, our team will:
- Prioritize investigation immediately
- Engage technical teams as needed
- Provide ongoing updates until the issue is resolved
If an issue requires escalation, it will be handled internally to ensure the appropriate teams are engaged as quickly as possible.
How to Contact Support
To ensure the fastest resolution, please submit requests through your designated support channel and include:
- A clear description of the issue
- Steps to reproduce (if applicable)
- Screenshots or error messages
- The impact on your operations
Providing detailed information helps us diagnose and resolve issues more efficiently.