Priorities and SLA Guidelines

Issues that are sent to support are prioritized by assessing various factors such as severity, impact on customer experience, frequency of occurrence, and strategic alignment with business goals. 

The table below defines each priority along with the SLA:

Priority	Description	SLA	Examples
Urgent	A problem that renders a key feature of the product unusable or is causing a store to operate below expectations, such as the ability to receive and fulfill orders	Immediate investigation with an update by end of day	Services go down Significant functions of the product are unavailable  Primary flows of the product are broken Major security issues
High	Operational issues where no workarounds exist. While the issue doesn't severely impact overall business operations, it may slightly affect the product's usability or the customer experience	An update will be provided within 3 business days	Flaws in the product Impactful bugs  Security vulnerabilities UI issues
Normal	Operational issues where workarounds exist. While the issue might not critically disrupt operations, it may impact specific functionalities of the product or affect customer experience	Assigned to the next sprint for review An update will be shared once the issue is being worked on	Issues that affect lower-priority flows of the product Not easily reproduced issues
Low	Minor issues which have limited effect on the user experience or business	Goes to backlog for review If the issue or feature is not something we will implement in the near future, an update will be shared	New feature requests Issues that have a very minor effect on the product’s usability Cosmetic errors