The table below lists the standardized response times for support requests based on the level of severity:
Severity Level |
Description |
Response Time |
Urgent: P0 |
The website is inaccessible, or a critical system issue renders it inoperable, unavailable, or so severely limited or degraded that the merchant cannot operate their business. No procedural workaround is available. | 15 minutes |
|
High: P1
|
A major component of the system is impaired or significantly degraded, impacting the merchant's ability to operate their business as usual. However, merchants can continue operations using workarounds or by delaying the use of the impaired functionality. |
1 hour |
Medium: P2 |
A non-critical system or partial functionality failure is causing a medium to low impact on business operations. Short-term workarounds are available but are not scalable. | 4 Hours |
Low: P3 |
Inquiries about features/functionality, configuration settings, or requests for manual data support. | 8 hours |
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