Service level Agreement (SLA)

We're committed to providing you with an industry leading product and maximum availability (view live availability here).
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If you are experiencing an issue with Firefish, we’ll make sure that it’s investigated and dealt with swiftly. You can reach our support team via live chat, email or phone and we guarantee a first response within 4 hours. Every reported issue is ticketed and dealt with according to the following priority levels: 

Priority

Description

Actions & Response Time

Critical

Critical impact

Site is not operational and no work-around is available.

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Firefish will work continuously until resolved

  • Target resolution goal: Average resolution goal is within 3 hours of reproducible case being reported

Urgent

Urgent impact

  • A key component or business-critical function is significantly degraded, but the site remains operational and a partial work-around is available.
  • Materially affects day-to-day use for multiple users, though the application as a whole is not down.

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Firefish will work continuously until resolved

Target resolution goal: Average resolution goal is within 3 hours of reproducible case being reported

Good faith efforts by Firefish to provide:

  • An initial response and triage within 1 business hour of the issue being reported.
  • A work-around within 8 business hours.
  • Resolution within 3 business days of a reproducible case being reported.
  • If resolution cannot be provided within 3 business days, regular updates on expected resolution time to be provided

High

Severe impact

  • Major function not working (users are unable to utilize a specific module area of Firefish, such as the job workflow or posting adverts)
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  • Reproducible errors which result in a lack of application functionality or intermittent system failure.

Good faith efforts by Firefish to provide:

  • A work-around within 24 business hours
  • Resolution within 7 business days
  • If a work-around is not provided, then a plan for correction of the error will be provided within 2 business days of notification for completion within 7 business days
  • If resolution cannot be provided within 7 business days, regular updates on expected resolution time to be provided.

Medium

Moderate impact

  • Reproducible errors causing malfunction or non-critical functions.
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  • Customer can use the application with the issue outstanding.

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Good faith efforts by Firefish to provide:

  • A workaround within 24 business hours
  • Resolution within 15 business days
  • If resolution cannot be provided within 15 business days, regular updates on expected resolution time to be provided.

Client Requests

Client requests

  • Web changes not controlled by the CMS
  • Standard data upload or script
  • Data SQL export
  • Bespoke data work.

Good faith efforts by Firefish to provide:

  • Web changes within 7-15 business working days
  • Standard data requests released within 7-10 business days
  • Data SQL exports will be provided within 5-7 business working days
  • Bespoke data scripts are released within 21 business days on average, but will be confirmed upon confirmation of script.