Each concern received by RUSH Support will be given an SLA depending on Severity. The table below sums up the SLA to be expected per Severity.
| Severity | Type | First Response | Update Response | Resolution Time |
| Showstopper | Issue | 1 business hour | 2 business Hours | 4 business Hours |
| Major | Issue, Request | 1 business hour | 6 business Hours | 24 - 48 business Hours |
| Medium | Issue, Request | 1 business hour | 12 business Hours | 3-5 Business Days |
| Minor | Request, Inquiry | 1 business hour | 24 business Hours | 5-10 Business Days |
Showstopper
Server downtime / outage on RUSH Tools which has a total impact on the Merchant Operations and needs to be addressed within the day.
| Sample Concerns | L1 Action | L2 Action | L3 Action |
| Server Downtime | Check the functionality of CMS and Apps in relation to server connectivity | Check AWS Account and AWS Services if they’re functioning properly | |
| Merchant access and Customer App Downtime | Check the functionality of Merchant or Customer App in relation to connectivity | Assessment of Issue | Build update (if necessary) |
| Assessment of device used to run the Merchant or Customer App | |||
| App availability on Google Playstore and Apple App Store | Confirmation of unavailability | Assessment of Issue | |
| Republishing of Apps in Google Playstore and Apple App Store (if necessary) | |||
| Log In Error | L1 to gather the data from client | Assessment of Issue | Bug fixes (if necessary) |
| Escalation to L2 |
Major
Merchant partners can access RUSH tools without any issues but there is a major adjustment needed to be deployed that may somehow affect Operations.
| Sample Concerns | L1 Action | L2 Action | L3 Action |
| Points Generation Issue/ Points Adjustment | Check functionality in CMS | Assessment of Issue | Bug fixes (if necessary) |
| SKU does not tag properly | L1 to gather the data from client | Assessment of Issue | Bug fixes (if necessary) |
| Escalation to L2 | |||
| Unable to publish a live branch or product | L1 to gather the data from client | Assessment of Issue | Bug fixes (if necessary) |
| Escalation to L2 | |||
| Application cannot be installed properly | L1 to gather the data from client | Assessment of Issue | Bug fixes (if necessary) |
| Escalation to L2 |
Medium
Merchant partners can access RUSH tools without any issues. These requests or issues reported are non-critical and can be resolved within 3-5 business days. There can be a work around to it.
| Sample Concerns | L1 Action | L2 Action | L3 Action |
| Password Reset | L1 to request password change to L2 | L2 to send a new password | |
| CMS Issues (Unable to update content) | L1 to gather the data from client | Assessment of issue | Bug fixes (if necessary) |
| Escalation to L2 | |||
| Imported Items are Missing | L1 to gather the data from client | Assessment of issue | Bug fixes (if necessary) |
| Escalation to L2 | |||
| Selecting a mode of payment leads to an error Selecting the PIN location leads to an error |
L1 to gather the data from client | Assessment of issue | Bug fixes (if necessary) |
| Escalation to L2 |
Minor
Merchant partners can access RUSH tools without any issues. The Minor requests/ inquires can be answered without L2 Assistance, while some basic how-to questions can be answered with the FAQs articles or by L1.
| Sample Concerns | L1 Action | L2 Action | L3 Action |
| Inquiry | Respond to the inquiry with an article from Help Center | ||
| Database entry changes | L1 to confirm the data changes | L2 to apply the changes | |
| XXXX Field isn't showing up in the application | L1 to gather data from client | ||
| GLife/ Paymongo Refund (RUSH MID) | L1 to gather complete refund details for refund trigger | ||
| Extraction of Transaction History | L1 to request for details (Duration) | Complete Extraction request | |
| Request for extraction to L2 |