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SMILE Support Service Level Agreement

Service Desk Requests are subject to our Service Level Agreement (SLA) with estimated timelines for resolutions. When you submit a ticket, our system automatically assigns an estimated priority based on the information you provide. We may adjust the priority based on a better understanding of your issue when we review your request.

We always aim to respond to new support requests as soon as we’re able.

What follows is our default SLA for tickets that come in via the Service Desk. We can work with you to agree custom SLAs when we pull together your HappyPress contract.

Priority: Next on bench

Critical degradation of service. Server service not available. 

Website functionality is unavailable.

Time to resolution: 1 working day

Priority: 1

Significant degradation of service. More than 10 users or services affected.

Website functionality is affected.

Time to resolution: 5 working days

Priority: 2

Limited degradation of service. Less than 10 users or services affected.

Website functionality impact unknown.

Time to resolution: 10 working days

Priority: 3

Minor degradation of service. 1 user or service affected.

Website functionality not affected.

Time to resolution: 20 working days

Priority: No priority SLA

No degradation of service. General queries, user requests or minor changes.

Website functionality not affected.

Time to resolution: no guaranteed timeline

We will work on these tickets as time allows, aiming to complete them as soon as possible. Actual resolution times will vary depending on current workload and the size of the request.

Updated on February 17, 2021

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