Support
Support
Ironchip has a support form available to report incidents.
Support requests will be answered
- in 4h for critical requests, available 24/7
- in 8h for high-priority requests available 8/5
- in 24h for medium-priority requests available 8/5
- in 48h for low-priority requests available 8/5
| Priority* | SLA | Description |
|---|---|---|
| Critical | In 4h | Management panels or APIs used in production are not available, affecting several users. |
| High | In 8h | Management panels or APIs used in production are impaired or degraded, impacting many users. |
| Medium | In 24h working hours | Management panels or APIs not used in production are unavailable, impaired, or degraded. |
| Low | In 48h working hours | General queries about the product and custom requests. |
- Ironchip can reprioritize based on a preliminary analysis.
Availability
Ironchip's SLA and availability for business customers are described below:
| System | Availability |
|---|---|
| Management Panel | Will load 99% of the time. |
| API Onboarding | Requests will be successfully completed 99% of the time. |
| API Transactions (Login and payments) | Requests will be successfully completed 99% of the time in less than 200ms. |