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Our service level agreement sets expectations for how we respond to and resolve bugs and incidents reported to support.
Response and resolution times apply during office hours, 9 AM–5 PM CET.
Bugs & incidents
Each bug/incident that comes into support is assigned one of three priorities, each with its own Service Level Agreement (SLA), which dictates our time goal to respond to and resolve the issue.
High Priority tickets are issues and bugs in the software which impact a large part of the organization, functionality and/or a large part of a site’s userbase. These may include issues affecting (but not necessarily blocking) use of the extension.
Medium Priority tickets are standard issues and bugs in the software which have a moderate impact on user experience.
Low Priority tickets might be comments about the software, and other issues that don’t require a response right away and do not affect the day to day operation of the extension.
Beyond support
Each customer with an active subscription is entitled to request additional support, new features or customizations. All feature requests and customizations will be put on the Trulyp backlog and prioritized according to the judgment of Trulyp.
Customizations, development and additional support can be requested and will be discussed with the customer. After mutual agreement customizations or additional support can be realized in a separate project.
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