IT SLA & Support Process

Platform SLA

Application availability is 99.9% between the hours of 8:00am and 8:00pm Central Standard Time Monday through Friday inclusive, but excluding US Federal holidays calculated on a monthly basis, measured at InContext's principal system locations premise demarcation point, known as Standard Availability (SA). Outside of the SA time, we maintain a 99% availability guarantee.

Support Ticket Process

Clients submit all issues to the ShopperMX client services teams via the ticket tracking system available within ShopperMX. Additional follow up questions are submitted via email through the tracking system to the ticket initiator.

Escalation Tiers

Support tickets enter an escalation process when they are received. This starts with some investigation by our customer success team, Level 1, to determine a bug versus a training issue. If a bug is logged, it enters Level 2 support who works to document the reproduction steps. This may be elevated to Level 3 engineering support. Once the issue is diagnosed a Priority status is determined, P1 or P2 and resolution steps begin.

Resolution Timelines

All support tickets are evaluated within the following 12 hours. Any issues determined to be a Priority 1 issue are resolved within 24 hours to the best extent possible. Remaining items are generally addressed within a week depending on the systems affected.

Revision History