What is a service level agreement?
All Support Blocks managed in the SpotDev use the Standard SLA unless the Priority SLA is purchased as part of your support bundle. If you are unsure please contact SpotDev Support who can advise what your SLA is.
Standard SLA - task start times
- Urgent level support requests will be started within 2 days
(within the maximum active ticket allowance) - Medium level support requests will be started within 3 days
(within the maximum active ticket allowance) - Low level support requests will be started within One week
(within the maximum active ticket allowance) -
Priority SLA - task start times
- Urgent level support requests will be started within 1 day
(within the maximum active ticket allowance) - Medium level support requests will be started within 2 days
(within the maximum active ticket allowance) - Low level support requests will be started within 3 days
(within the maximum active ticket allowance)
How SpotDev supports manages requests and tasks in-line with your SLA
- When a slot becomes available within your task/support allocation, our team will choose the next task with the highest urgency level unless otherwise advised.
- We ask that genuine consideration is given when choosing the urgency level of your request. While we understand everything has some degree of urgency, accurately labelling your requests will help our team correctly prioritise in-line with your business needs. If too many requests are inaccurately labelled as ‘urgent’ it will prevent genuinely urgent requests being actioned promptly.