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Issue Priority | Definition | Time to First Response | Resolution Time |
|---|---|---|---|
Fire | Impacting core functionality (offers, loyalty, ordering, sign-in) for a significant (>5%) number of users or otherwise bringing significant risk to the market (security breach, GDPR, etc) | 15min | 24h |
High Priority | Impacting core functionality (offers, loyalty, ordering, sign-in) for many (<5%) users or hindering day to day operations for the business | 1h | 1 week |
Medium Priority | Impacting non-core functionality for many users or transient impact on core functionality | 24h | 3 weeks |
Low Priority | Has a surmountable impact on the user experience for a significant majority of users | 24h | 6 weeks |
Resolution SLOs are measured against business days (Mon to Fri during working hours) with the exception of High Priority and Fire tickets, which are measured against natural days (Mon to Sun) due to their higher urgency.
Tech Support: 3 strike rule
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If no help is provided to our Technical experts, our team is stuck and cannot assess your bug as being present. To this extent, please note that if we have initiated 3 attempts to clarify your bug ticket (in 3 distinct days) and if we lack progress, we will close the case directly on the 4th attempt. You can always open a new ticket and reference your closed ticket so that our team resumes investigation.
You can always refer to our escalation process if you feel our work can or needs improving.
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