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 | 2 Hours | 3 Hours | 12 Hours |
Major | Issue, Request | 4 Hours | 6 Hours | 24 - 48 Hours |
Mid | Issue, Request | 6 Hours | 12 Hours | 3-5 Business Days |
Minor | Request, Inquiry | 12 Hours | 24 Hours | 2-3 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) |
Extraction of Transaction History | L1 to request for details (Duration) | Complete Extraction request | |
Request for extraction to L2 | |||
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 2-4 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. To enable screen reader support, press Ctrl+Alt+Z To learn about keyboard shortcuts, press Ctrl+slash
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 |