Apliqo UX SLA for issues and enhancements

Fundamentally broken, impact on the entire application. No workaround options available.

Examples:

◦ Wrong data being displayed

◦ Cannot write / writing wrong values

◦ Existing view/ dashboard / wizard does not load

◦ Cannot login

◦ Valid MDX / rest calls are failing against the server

◦ Security issue – data leak, critical vulnerability

◦ Broken functionality across the application (export excel / PDF / Import data)

24 hours 

• Support team might override the issue priority based on the guidelines

• Initial response on the ticket

• Make sure all required info needed to replicate the issue is available

• Status changed to open

Major functionality partially broken, impact on a specific report.
No workaround options available.

Examples:

• Single component not working (column chart is broken but all others load correctly)

• Single view / dashboard not loading 

• Broken functionality in single report 

• Noticeable performance issues by many users (many requests / requests loading time) 

• Broken functionality on mobile / tablet devices 

24 hours 

• Support team might override the issue priority based on the guidelines

• Initial response on the ticket

• Make sure all required info needed to replicate the issue is available

• Status changed to open

Small impact on the application, does not have impact on end users.
Workaround options available.

Examples:

• Unnoticeable performance issues (many requests / requests loading time)

• Noticeable performance issues by single user (many requests / requests loading time) 

• Custom CSS  

• Custom widgets 

• Display issues on Mobile and Tablet devices 

• Broken functionality in a single report (export excel / PDF / Import data) 

24 hours 

• Support team might override the issue priority based on the guidelines

• Initial response on the ticket

• Make sure all required info needed to replicate the issue is available

• Status changed to open

7 days

• Initial response on the ticket – under investigation

• Make sure no more info is needed to replicate the issue

• Goes into roadmap discussion 

• Once added to Trello link to the bitbucket issue and communicate