This article provides an overview of the service level and support availability for the Shopalyst Discovery Commerce Cloud platform. Please refer here for a complete version of the Service Level Agreement (SLA). 


Shopalyst Service levels


Shopalyst is committed to responding to service-related incidents and requests according to the severity levels detailed below:


Priority
Response Time
Resolution Time
Critical2 hours8 hours
High4 hours24 hours
Medium
24 hours3 days
Low24 hours1 week


Priority Classification

Description

Critical

The software has stopped responding or is so severely impacted that work cannot continue. The error has one or more of the following characteristics:
  • Data corrupted
  • A critical documented function is not available
  • The system hangs indefinitely, causing unacceptable or indefinite delays for resources or response
  • System crashes repeatedly after restart attempts.

High

Partial loss of service.

Important functions are unavailable with no workaround acceptable to the client. However, the operation of the Software by a user can continue on a restricted basis.

Medium

Minor loss of service.

The impact is an inconvenience, which may require a workaround to restore functionality.

The operation of the Software by a user is not adversely affected.

Low

A minor issue causing an inconvenience.

There is no loss of service.

The impact does not impede the operation of Software.

Custom Data extraction - historical 


Support Team Availability

The following parameters outline the service coverage included under the agreement:

  • Ticket Support: Monitored from 9:00 AM to 5:00 PM, Monday to Friday (excluding public holidays).
  • After-hours Tickets: Tickets submitted outside of these hours will be collected, but no action is guaranteed until the next business day.
  • Support Language: English.


Key Definitions

  • Response Time: The time between when a service request is submitted and when Shopalyst initiates communication with the customer.
  • Resolution Time: The time spent resolving a service request, measured from when the request is submitted to when it is first marked as resolved by Shopalyst. This excludes any waiting period for additional information from the client.


Shopalyst will provide the customer with a ticket reference number for tracking and further communication.


Looking for more help? Instructions to reach out to the support team are here.