SLA
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      3. SLA

      SLA and availability

      Support 

      Ironchip has a support form available to report incidents.

      Support requests will be responded:

      • within 4hs for critical requests available 24/7
      • within 8hs for high priority requests available 8/5
      • within 24hs for medium priority requests available 8/5
      • within 48hs for low priority requests available 8/5
      Priority* SLA Description
      Critical Within 4h Product dashboards or APIs being used in production are unavailable, impacting multiple users.
      High Within 8h Product dashboards or APIs being used in production are impaired or degraded, impacting multiple users.
      Medium Within next business day Product dashboards or APIs not being used in production are unavailable, impaired, or degraded.
      Low Within 48h General doubts about the product and personalized requests.

      *Ironchip can reprioritize based on preliminary analysis.

      Availability 

      Ironchip SLA and availability for Enterprise customers are described below:

      System Availability
      Product dashboard Will load 99% of the time.
      Onboarding API Requests will complete successfully 99% of the time.
      Transaction API (login and payments) Requests will complete successfully under 200ms 99% of the time.