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Support procedure and SLA Times
Support procedure and SLA Times
Ben Collier avatar
Written by Ben Collier
Updated over a week ago

Standard Service Level Agreement

End support is offered to head office teams only, these details should not be shared with all employees, who need to follow your correct internal procedures to escalate.

Requests should be sent through or through our live chat, available in the Oplift admin. Service status is available here

Tickets are triaged and prioritised according to severity of issue and number of users impacted.

High Impact 

Service is unavailable to all users - for example, staff are unable to login to Oplift.

    Support Hours 08:00-18:00 Monday - Sunday (UK time)
    Response time of 1 hour
    Fix target 24 hours

Low Impact

A partial service failure that's impacted less than 50% of the service base - for example, images in news articles aren't loading for some users.

    Support Hours 08:00-18:00 Monday - Friday (UK time)
    Response time of 3 hour
    Fix target of 3 business days

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