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Content in dedicated status page: Customers’ service status. And updated on any service-related announcements, maintenance schedules, or potential disruptions. Highly recommend bookmarking the status page for easy access.
Priority
Description
Response Time
Workaround
Resolution
P1 - Critical Issue
A critical service failure refers to a situation where the customer is unable to use the system or experiences a significant impact without any viable workaround.
1 hour
4 hours
24 hours
P2 - High Impact Issues
An issue or incident that has a substantial impact on the operation or functionality of the service.
4 hours
24 hours
1 week
P3 - Medium Impact Issues
A problem or incident that has a moderate impact on the operation or functionality of the service. While it holds a lower priority compared to P1 and P2 issues, it still necessitates prompt attention and resolution.
8 hours
48 hours
Based on the possibility of the release plan / Business priorities.
P4 - Less or No Impact Issues
A problem or incident that has minimal or no impact on the operation or functionality of the service.
24 hours
If required
Based on the possibility of the release plan / Business priorities.
Priority
Responsible
Accountable
Consulted
Informed
P1
Manager - Technical Support
L2 - Engineering Support
Head of Product
Business Unit Head
P2
Technical Support Team
L2 - Engineering Support
Manager - Technical Support
Business Unit Head
P3
Technical Support Team
Technical Support Team
Customer Success Manager/Account Manager
Business Unit Head
P4
Technical Support Team
Technical Support Team
Customer Success Manager/Account Manager
Business Unit Head
Business Hours: Monday to Friday, 00:00 GMT - 23:59 GMT
*Excluding Force Majeure event as set out in https://www.thrivesparrow.com/legal/security
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