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).
Service 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.
Shopalyst Service level Availability
Shopalyst is committed to responding to service-related incidents and requests according to the severity levels detailed below:
Priority | Response Time | Resolution Time |
|---|---|---|
| Critical | 2 hours | 8 hours |
| High | 4 hours | 24 hours |
| Medium | 24 hours | 3 days |
| Low | 24 hours | 1 week |
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.