Resolution Time based on Severity
Each concern received by the RUSH Support will be given an SLA depending on Severity.
|
Severity |
Type |
First Response |
Update Response |
Resolution Time |
|
Issue |
1 hour |
2 Hours |
4 Hours |
|
|
Issue, Request |
1 business hour |
6 Business Hours |
24 - 48 Business Hours |
|
|
Issue, Request |
1 business hour |
12 Business Hours |
3-5 Business Days |
|
|
Request, Inquiry |
1 business hour |
24 Business Hours |
5-10 Business Days |
Showstopper
Critical server downtime or outage on RUSH tools that completely disrupts merchant operations. Requires immediate resolution within 4 business hours to restore services.
📌 Examples:
- RUSH platform is entirely inaccessible
- System-wide failure affecting all transactions
- Severe outage preventing merchant operations
Major
Merchant partners can access RUSH tools, but a significant issue requires urgent deployment as it may impact operations.
📌 Examples:
- User channels (eStore Web, Customer App) and Merchant Mobile App (MMA) are affected
- End-user experience is compromised
- Time-sensitive executions at risk
- Payout concerns
Medium
Non-critical issues where merchant partners can still access RUSH tools without major impact. These can be resolved within 3-5 business days, and workarounds may be available.
📌 Examples:
- Configuration concerns that are not time-sensitive
- Database extraction requests
Minor
Low-impact issues where merchant partners can access RUSH tools without problems. These typically do not require L2 assistance and can be resolved via FAQs or L1 support.
📌 Examples:
- Non-urgent UI/UX design-related concerns
- Basic "how-to" inquiries