Support Service Level Agreement (SLA)

SLA Terms:

• First Response Time: The maximum duration for Chase Design to reply to a support request submitted through any of the support channels.

• Resolution Time: The maximum time frame for Chase Design to complete a support request, contingent upon the approval of the estimate provided by the Chase Design team.

• Operational Hours: Chase Design is accessible to address requests, spanning from 9 am to 6 pm PST.

Ticket Priority Levels:

• Priority 1: Urgent - Exclusive to the Production site, involves a complete service outage, critical business operations affected, and the production system is either down or inaccessible.

• Priority 2: High - Applicable to both Production and Staging sites, a significant number of users unable to perform regular activities, the presence of inconvenient workarounds or the absence of any workaround.

• Priority 3: Medium - Applicable to both Production and Staging sites, non-critical functionality loss with no substantial impact on application usability. Workarounds are available.

• Priority 4: Low - Applicable to both Production and Staging sites, a minor reduction in application functionality, product feature/enhancement requests, as well as how-to and general inquiries.

Service Levels:

Support Channels: 

• Support Portal: https://support@chasedesign.freshdesk.com/tickets/new 

  • Clients can submit new support requests and view the status of their tickets through the Support Portal

• Email: support@chasedesign.freshdesk.com 

  • An email sent to this address will create a "Ticket” within the portal for the client's support request

Support Ticket Closure:

Chase Design can close out a support request due to any of the following:

• Chase Design offers a solution, or completes all requested tasks. The client also acknowledges the successful resolution of the issue.

• If the client has not responded within 10 Work Days after receiving a solution from Chase Design. Attempts to contact the client will be made around the 5th Work Day within the ticket.

• Client does not respond within 10 Work Days to Chase Design’s request for additional information. Attempts to contact the client will be initiated around the 5th Work Day within the ticket.

• Chase Design will formally notify the client in writing within the ticket prior to the closure of the support request. 

Please contact us if you have any questions or concerns regarding our SLA's.