At Betterplace, we are committed to delivering seamless and reliable experiences for our customers. As part of this commitment, we have established a Product Support Process to ensure timely resolution of issues, effective communication, and continuous improvement in service quality.We continuously refine our support processes based on feedback, analytics, and evolving customer needs. Your input is invaluable in helping us improve our services further.
1. Severity
The severity of a ticket refers to the immediate impact to a customer for a given issue or request. This can range from a low impacting request, such as request for logs or inquiry about services, to a system down outage of service.
The type of severity is determined by the extent of impact to the customer and nature of the issue or request. The following defines each severity:
| Severity Level Classification | Definition |
| Severity 1 (P0-Urgent) | Platform is completely unavailable or performance is so poor as to render the Platform unusable. No work-around exists. |
| Severity 2 (P1-High) | A major functionality of the Platform is unusable which results in limited functionality or affects a large number of users. |
| Severity 3 (P2-Medium) | There is a loss of a function or resource that does not seriously affect the Platform’s functionality. |
| Severity 4 (P3-Low) | Request for information about services (e.g., logs, configuration details) or All other requests for service; such as general usage questions or requests or tasks. |
2. Service Level Agreement (SLA)
All reported service requests, incidents and inquiries to Support fall under the Betterplace SLA resolution timeframes, and are dependent on the priority of the request. Time to resolution is based on business hours by priority are as follows:
Standard Support
| Priority | Time to resolution* |
| Sev 1 (Urgent) | 8 Business Hours |
| Sev 2 (High) | 3 Business Days |
| Sev 3 (Medium) | 15 Business Days |
| Sev 4 (Low) | 6 Weeks |
The times listed above start when an incident, service request, or inquiry ticket is created.
Unless otherwise specified, requests to Support are given a Severity of 3 as non-critical. Inquiries or requests submitted to Betterplace Support should include sufficient information for the Support team to understand, review, and diagnose the request.