Below you can find our service level agreements (SLA's).
Urgent
The list below defines the complete list of Urgent faults:
- Unable to log in to the system – all users affected
- Unable to download assets using the “Download Original” download wizard – all users affected
- Unable to upload assets – all users affected
We will endeavour to respond to Urgent Faults within 4 Working Hours and initiate remedial work immediately.
Our target resolution time will be within 8 Working Hours
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High
The list below defines the complete list of High Faults:
- Same items as under Urgent Fault – but 50% of user base or above affected
- Unable to download assets with any download wizard - majority of users affected
- Search is unavailable - all users affected
- Unable to browse any content page – all users affected
- Not possible to create any web-to-print artwork - all users and all templates affected
- Not possible to start any workflow - all users and all workflows affected
We will endeavour to respond to High Faults within 4 Working Hours and initiate remedial work immediately. Our target resolution time will be within 24 Working Hours.
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Medium
The list below defines the complete list of Medium Faults:
- One user not being able to download asset
- One download wizard not working
- One user not being able to upload asset
- One user not being able to progress a workflow
- Blog not accessible by all users
- One web-to-print template not functioning – all users affected
We will endeavour to respond to Medium Faults within 8 working hours.
We will endeavour to resolve Medium Faults as follows:
- If resolution is possible without deploying a new code base release: 5 working days
- If resolution requires programming and deployment of a code base release: 1 to 3 months Background to this timescale:
- We program fixes for Medium Faults on a weekly basis which will then enter Brandworkz’ standard testing cycle.
- We deploy updated maintenance code base releases only on a monthly basis (beginning of each month) as a faster release cycle is not conducive for the appropriate level of testing and quality.
- We will prioritise – and possibly re-prioritise - Faults within this category depending on severity and number of users affected
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Low
The list below defines the complete list of Low Fault:
- User “how-to” queries
- One download wizard not working for one user
- Search returning unexpected results for one user
- Thumbnail preview not generating for low amount of assets
- Button not displaying correctly for one user but is functional
- Any other unclassified fault
We will endeavour to respond to Low Faults within 24 working hours.
We will endeavour to resolve Low Faults as follows:
- User-questions/queries: 3 working days
- Visual/cosmetic defects: NB: Improvements and new elements are not covered by standard support, only defects to existing elements. 10 working days
- If resolution requires deployment of a new code base release: 2 to 6 months
- New feature requests will get considered for future roadmap