Service Level Agreements for Support Requests
Support & Change Request SLA
Effective 4/17/2025: To better align with our new engineering and release processes following the Case IQ acquisition, we've updated our support expectations to provide greater clarity on how and when issues and change requests are addressed. This framework reflects our current sprint and release cycles while maintaining flexibility for complex issues.
Platform Bugs:
Priority
|
Description |
Example Issues |
Is the user(s) blocked? |
Response Time |
Resolution Time |
P1 - Critical |
Severe disruption impacting multiple users or core functionality. |
System outage, data corruption, approvals failing globally |
Yes |
1 business hour |
Immediate; active work until resolved |
P2 - High |
Major issue for one user or moderate disruption for multiple users. No workaround. |
500 errors, blocking user(s). Forms not loading, submissions failing, role permissions not applying.
|
Yes |
1 business day |
Issues are reviewed and prioritized within our bi-weekly sprint cycle. While we strive to resolve them as quickly as possible, resolution times may vary based on complexity. Our goal is to address P2 issues within the sprint window, but some cases may take longer depending on the scope of the fix |
P3 - Normal |
Functional issue with workaround or limited scope. Moderate user impact. |
500 errors, but the user isn’t blocked. Occasional errors in UI rendering, email notifications misfiring |
No |
2 business days |
Reviewed for a future sprint; resolution depends on complexity and will be prioritized for a future release based on impact and effort. However, this does not guarantee inclusion in the current or next scheduled release. |
P4 - Low |
Cosmetic/UI issues or non-urgent functionality. No major impact. |
Layout quirks, error message not displaying correctly. Filter not working in reports. |
No |
3 business days |
Added to backlog; no timeline guaranteed |
P5 - Deferred |
Issues outside current roadmap, low usage impact, or pending further input |
Edge-case bugs, future features, unconfirmed issues, rare timeouts. |
No |
5 business days |
No commitment; reviewed periodically |
Configuration Bugs:
Priority
|
Description |
Example Issues |
Is the user(s) blocked? |
Response Time |
Resolution Time |
P1 - High |
Configuration issue blocks all users or poses a high-level legal/compliance risk |
Approval flow not triggering for anyone; required question missing in production. Multiple users unable to login. |
Yes |
1 business hour |
Prioritized for hotfix or immediate staging update + expedited release |
P2 – Normal (non-code) |
One user is unable to login |
One user is unable to login |
Yes |
1 business day |
Treated as a high priority and typically addressed promptly; not classified as critical. 2-3 business day turnaround. |
P2 –Normal (code deploy) |
Configuration blocks a key user or flow, with no workaround, or low-level legal/compliance risk |
Approver group misconfigured, critical conditional logic broken. |
Yes |
1 business day |
Prioritized for the next release cycle. A fix in staging may be deployed ahead of release if appropriate. Hotfixes are possible for urgent cases, but not assumed by default. |
P3 - Low |
Issue with workaround or cosmetic error in config |
Incorrect list value, optional question not showing, minor logic error. Incorrect HR data (i.e. manager is incorrect.) |
No |
2 business days |
Scheduled for future release but may not be next release. |