How do we set priorities for support tickets and how quickly do we respond to them?
The service level agreement (SLA) defines our standards of performance for support tickets under our standard support offering. The priority of a support ticket is the key factor in the applicable SLA. Here are the priorities for tickets, a description guide and the SLAs:
| Priority | First response time | Operational hours | General description |
| ❗Critical | 1 hour | 9am-5pm UK time Business days only |
Special case of severe issue e.g. 7b platform down, database connection problem, multiple customers unable to dispatch any shipments. |
| High | 2 hours | 9am-5pm UK time Business days only |
Issue causing customer or 7bridges users to not be able to use the platform properly. e.g. platform section is broken, 1 or a few shipments cannot be processed. |
| Medium | 4 hours | 9am-5pm UK time Business days only |
An issue that needs attention but not urgently, i.e. it is affecting usage of the platform but without critical impact. (All tickets start with this priority) |
| Low | 4 hours | 9am-5pm UK time Business days only |
Non-blockers to every-day work |
Scope
Specifically, these SLAs are for support issues only (i.e. this does not include requests that require a new Product feature. This means a ticket logged in our support system in one of these ways:
- by email to support@the7bridges.com
- through the form on help.the7bridges.com
NOTE: Any other contact to a member of the 7bridges team will NOT be covered by these SLAs.