Technical Support SLA
Hifyre will provide the bulk of our technical support on a business day basis. A business day is defined as 8:00 AM through 8:00 PM Eastern Standard Time, excluding holidays and weekends.
All problems should be reported to help@hifyre.com with sufficient details to be able to assess and replicate the issue.
We base our response times and the actions we take to resolve the reported problem on an assessment of the impact of the reported issue on your business. Hifyre utilizes the following four (4) severity levels to categorize reported problems:
CRITICAL SEVERITY |
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The impact of the reported deficiency is such that the customer is unable to either use the application or reasonably continue using the application to the point of significant business revenue disruption. During the defined business hours Hifyre will respond and commence work on resolving the deficiency within one (1) hour of notification and will engage staff until an acceptable resolution is achieved. Outside of the defined business hours escalation will commence automatically via our on-call rotation. We will engage staff at reasonable hours to resolve the issue and work towards having the site functional for high traffic hours. |
HIGH SEVERITY |
Important features of the application are not working properly and there are no acceptable, alternative solutions. While other areas of the application are not impacted, the reported deficiency has created a significant, negative impact on the customer's user experience and has some minimal impact on business revenue. During the defined business hours Hifyre will respond and commence work on resolving the deficiency within four (4) hours of notification and will engage staff during business hours until an acceptable resolution is achieved. Outside of the defined business hours escalation will commence automatically via our on-call rotation. We will engage staff at reasonable hours to review the issue and take steps to mitigate the impact. Full resolution may not be until the next business day. |
MEDIUM SEVERITY |
Important features of the application are unavailable but an alternative solution is available, or non-essential features of the application are unavailable with no alternative solution. The customer impact is minimal loss of operational functionality. There is minute or no loss of business revenue. Hifyre will review and respond on the deficiency within one (1) business day of notification. Work will be slotted into a sprint and eta of resolution will be communicated within three (3) business days. |
LOW SEVERITY |
Customer requests data from the application or inquires about a possible enhancement, which has no operational impact. The use of the software product by the customer is continuing and there is no negative impact on users. Hifyre will provide an initial response regarding the request within one (1) business week. |
Incident Monitoring & Up-time
https://status.hifyreretail.com
Third Party Integrations
Hifyre integrates to the following third parties and they influence our service based on their uptime:
Amazon Web Services
Cova Software
Merrco / Paysafe payment processing