Support SLAs - Partners

Publish Date: 5.18.22

Last Revision Date: 9.30.24

 

Overview

When a support case is escalated to Experience.com, it is essential for the Partner to provide accurate and detailed information to ensure the appropriate prioritization and service level agreement (SLA) is applied. The below Priority and Severity definitions are used to categorize cases.

 

Priority Definitions

Priority (P): Defines the urgency of an issue based on the criticality of the feature in question and the overall usability of the tech. The available Priority levels are Critical, High, and Medium/Low.

There are three Priority levels (P1, P2, P3) for issue assignment. P1 represents the highest importance and is addressed by Engineering accordingly. This framework helps differentiate between issues of varying urgency.

  • Priority 1 – Critical (P1):
    A P1 issue has a critical business impact, with either a complete loss of service or severe degradation in system functionality:

    • Complete loss of service
    • The system is operational, but critical functionality is lost
      • Example: Users can log into XMP, but critical data such as campaigns and survey results are missing, preventing the sending of manual surveys, reminders, or viewing responses—despite ongoing survey activity 
  • Priority 2 – High (P2):
    A P2 issue affects users by reducing application functionality, but workarounds may be available:

    • Users experience loss of functionality (e.g., pinning reviews, replying to reviews, sending manual surveys, generating leaderboard reports, or widget codes).
    • Workarounds, while inconvenient, exist, or no workaround is available.
      • Example: A user cannot run reports, but Support can generate and send them. Similarly, Support may assist with adding or deactivating users if the AM is unable to do so.
  • Priority 3 – Medium/Low (P3):
    A P3 issue results in partial loss of non-critical functionality, or is related to a configuration change:

    • The issue has minimal impact on application usability, and simple workarounds are available.
    • This includes minor functionality issues, feature or enhancement requests, and technical “how-to” inquiries.

 

Severity Definitions

Severity (S): Defines the scope of impact based on the number of Accounts or Users affected and the duration of the issue. Severity levels include All/Most, Some, Few, and Minor.

There are four Severity levels (S1, S2, S3, S4) that guide Engineering’s response. These levels depend on how widespread the issue is (i.e., how many Users or key Accounts are affected) and how long the issue has persisted.

If an issue is initially classified as P2-S3 but remains unresolved beyond the specified SLA (see table below), it may be escalated by Experience.com to P2-S1, increasing its priority within Engineering’s queue.

Conversely, if an issue is originally categorized as P1-S1 but is later determined to have a lower impact (fewer Users or Accounts affected than first thought), it may be downgraded to P1-S2 or S3 by Experience.com.

  • Severity 1 – All/Most (S1):
    A new issue impacting the majority or all Users or Account Managers (whether they are aware of the issue or not):

    • Affects all Users for any large enterprise client.
    • Affects scattered Users for more than two weeks, causing significant challenges among Users or Account Managers. 
  • Severity 2 – Some (S2):
    A new issue impacting fewer than half of the Users in an Account and less than 10% of Account Managers:Any S3 issue that remains unresolved for more than 30 days.

    • Technical “how-to” questions that are older than 30 days. 
  • Severity 3 – Few (S3):
    A new issue impacting a single User and not yet identified as widespread:

    • Investigation is ongoing if also categorized as P2. 
  • Severity 4 – Requests (S4):
    Task-related requests with varying levels of business impact:

    • Level 1: Tasks with significant business impact (e.g., reprocessing records older than 90 days).
    • Level 2: Tasks with minimal to no business impact (e.g., pulling a CSV file of archived reviews for a former customer).
    • Level 3: Product feature requests, with priority and ETA set by the Product team.

Important: If any of these tasks require a product release, the SLA will align with our requirements gathering and two-week sprint cadence. 

 

Support Case SLAs

The following tables outline the response and resolution times based on the Priority and Severity levels of an issue. All times are provided in business hours/days.

 

Priority Severity Response Time  Resolution Time
P1 S1 ≤ 1 hr ≤ 8 hours *
P1 S2 ≤  8 hrs ≤  2 days
P1 S3 ≤  8 hrs ≤  3 days

 

* If an issue requires coding, resolution may take up to 14 days. 

 

Priority Severity Response Time Resolution Time
P2 S1 ≤  8 hrs ≤  3 days
P2 S2 ≤  1 day ≤  6 days
P2 S3 ≤  1 day ≤  6 days

 

Priority Severity Response SLA Resolution SLA
P3 S1,2,3 ≤ 3 days ≤  6 days
P3 S4 ≤  3 days Level 1: ≤  3 days
P3 S4 ≤  3 days Level 2: ≤  6 days*
P3 S4 ≤  3 days Level 3: tbd

 

NOTE: Product feature and enhancement requests are subject to internal evaluation, acceptance, and prioritization. 

 

Customer Support

 

Live support is available to customers during our standard business hours, Monday through Friday, from 8:30 AM to 5:30 PM ET.

 

  • Chat support: Available to individual users when logged into their account.
  • Phone support: Reach us at 1-800-933-8398.
  • Email support: Submit a support case at support@experience.com.

 

For self-service options, we offer extensive online resources and FAQs.