ecom.md has a system of error classification and guaranteed response time (SLA - Service Level Agreement).
Error levels
Critical (P1)
Description: The site is completely unavailable or basic functions do not work (place orders, payment, authorization).
Examples:
- The site returns error 500
- Unable to place an order
- The payment system does not accept payment
- Control panel is not available
Response time: up to 1 hour
Remedy time: up to 4 hours
Serious (P2)
Description: An important function is not working correctly, but the site is functioning.
Examples:
- Prices are displayed incorrectly
- Filtering in the catalog does not work
- Error in calculating shipping costs
- Email notifications are not sent
Response time: up to 4 hours
Remedy time: up to 24 hours
Normal (P3)
Description: Minor issue or functionality issue.
Examples:
- Visual defect on the page
- Question about setup
- New feature request
- Inaccuracy in documentation
Response time: up to 24 hours
Remediation time: as agreed
How priority is determined
Priority is determined based on:
- Impact on store operations
- Number of affected users
- Availability of a workaround
- Financial influence
Escalation
If the problem is not resolved within the specified time frame:
- Request an escalation through the support channel
- Indicate the request number and waiting time
- The problem will be transferred to a senior specialist