Please note that troubleshooting issues are generally not considered to be a bug and you should try to resolve these internally where possible.
We will determine the priority of each ticket and either add the ticket to the current or next Sprint if required or backlogged if not urgent.
We will estimate when any relevant fixes will be deployed to the live database and/or app environments and update all tickets with this information.
How to choose the correct Priority?
| Priority | Description | SLA |
| Urgent |
The system is completely down and the client is unable to access any system feature with no manual workaround possible and this affects the whole organisation. |
Meaningful response to the incident in under 30 minutes. |
| High |
A major component of the Client’s ability to operate is affected. Some aspects of the business can continue but it is a major problem. |
Meaningful response to the incident in under 60 business minutes |
| Normal |
The Client's core business is unaffected, but the issue is affecting efficient operation by 2 or more people. There are clear workarounds possible |
Meaningful response to the incident in under 4 business hours |
| Low | Issue affecting one customer or less. Admin/Data Request | Meaningful response within 8 business hours |
| RFC |
A request for a change or new system functionality, that was not part of agreed on the initial system scope. |
Meaningful response to the incident in under 24 business hours from our Client Success Executive. Will be added to our Task Requests board and actioned when time permits if agreed upon. |