Service Level Objectives

Showstopper (S1)

Services are unusable affecting all or most users. No known workaround exists. This includes the highest level of outages. Severity 1 will also be assigned to those incidents when end users are experiencing severe latency or loss of key business functionality of the application.

Examples

• A critical documented function is not available or inaccessible, resulting in total disruption of service
• Data corruption attributable to the Patchworks platform (but excluding non-Patchworks causes, e.g., data duplication resulting from the actions of end-user or third-party services or customer building a transform or custom script gone wrong)
• System hangs indefinitely, causing unacceptable or indefinite delays for resources or response (excluding caused by third party API connectors)

Critical (S2)

Capability is limited or significant performance degradation is experienced. No reasonable workaround available.

Examples

• Service is operational but highly degraded
• Important features are unavailable with no acceptable workaround; however, some operations can continue in a restricted fashion

Major (S3)

System performance issue or functionality impaired to the point it inhibits normal operations. Short-term workaround is available.

Examples

• Service is operational but partially degraded and an interim workaround or solution exists
• Problem with non-critical feature or functionality

Normal (S4)

Functionality is not blocked. Minor problem not affecting core service functionality and/or the ability to use services, or problems to which workarounds exist.

Examples

• Minor problem or question that does not affect delivery of service
• Missing or erroneous documentation
• Depending on risk assessment, it may be deferred or closed without a fix

Minor (S5)

Technical or informational questions or product-related comments not relating to any definition listed above.

Examples

• Feature suggestions
• Improvements
• General product inquiry

• Acknowledged: Patchworks will communicate receipt of the initial request for support.

• Assigned: Patchworks will communicate that a Ticket has been assigned and severity prioritised. This marks the beginning of investigation/resolution planning.

• Resolved: Patchworks will communicate when a Resolution is available. Patchworks will provide the necessary instructions, guidance, and/or software or documentation updates required to implement this Resolution. (Resolution may be any of the following: fixed, won’t fix, incomplete, work around, duplicate or cannot reproduce).

• Fixed: Where applicable, Patchworks will communicate when a permanent fix is available. Supplier will provide the necessary instructions, guidance, and/or software or documentation updates required to implement the fix. A fix may be made available in conjunction with a scheduled software release cadence.

• Closed: Problem has been resolved and, where applicable, a fix has been implemented and communicated to the Customer or End User who has accepted the resolution. No further action is required.

Ticket Times are an objective and may vary if Customer has purchased Advanced or Hyper Support.  Resolution times will not apply to Customer created data issues, third party created issue or misuse of the Patchworks Services by any unapproved modification to Patchworks code.

Awaiting Prioritisation (S0)

• Priority assigned within 30 minutes.

Example:

All tickets

Showstopper (S1)

• Response time: Immediate response time
• Resolution time: within 8 hours
• Complete time: within 24 hours

Example:

Majority of services not running

Critical (S2)

• Initial response time: < 90 minutes
• Resolution time: within 16 hours
• Complete time: within 72 hours/ as per monthly plan

Example:

Orders service/ stock service not running

Major (S3)

• Initial response time: < 4 hours
• Resolution time: within 5 working days
• Complete time: within 15 days / as per monthly plan

Example:

Product service not running / editing live product prices to wrong figures

Normal (S4)

• Initial response time: < 36 hours
• Resolution time: Within 30 days
• Complete time: As per monthly plan

Example:

Issue that isn’t affecting core services i.e. client needs a product service running so it pulls over a new product they created

Minor (S5)

• Initial response time: < 5 business days
• Resolution time: within a commercially reasonable time
• Complete time: within a commercially reasonable time

Example:

Preparation for sales i.e. notify us a few weeks in advance for a sale but via support so doesn’t need immediate attention

* Availability is subject to chosen support tier

Showstopper (S1):

• Ticket: follow up only
• Email*: follow up only
• Phone*: yes

Critical (S2):

• Ticket: follow up only
• Email*: yes/ follow up only
• Phone*: yes

Major (S3):

• Ticket: follow up only
• Email*: yes
• Phone*: yes

Normal (S4):

• Ticket: no
• Email*: yes
• Phone*: no/ batch only

Minor (S5):

• Ticket: yes
• Email*: yes
• Phone*: no/ batch only

Uptime:

This Service Level Objectives apply to all services delivered directly to Customers of Patchworks,.

Patchworks services have a guaranteed 99.5% uptime. Uptime is exclusive of service outages attributed to:

• Scheduled maintenance of which Customer has notice.

• Failures by the Customer, the Customer’s third party providers, suppliers or any factors beyond Patchworks reasonable control.

• Internet connectivity issues (Customer cannot connect to the internet).

Patchworks will take reasonable endeavours to ensure that the integration is up and working all of the time.