Please find below descriptions and response times for TUNE Customer Service Severity levels.
Customers can mark their support request with a severity rating by submitting support requests through our contact page.
These SLO’s relate to support of all TUNE products, paid or unpaid.
|Severity 1||Service unavailable or unusable||Attribution stopped
API service down
Login to Platform unavailable
|Severity 2||Service significantly disrupted or delayed||Attribution significantly slowed
Reports running significantly behind documented guidelines
Unable to create new offers
Unable to create MUrl
|Severity 3||Moderate loss of functionality||Training/Education Question
|Severity 4||Feature Request/Feedback||Feature Request
Estimated Response and Update time per severity:
|Level||First Response||Subsequent Update Cadence|
|Severity 1||<1hr||Hourly until remediation|
|Severity 2||<4 hours||Daily|
|Severity 3||<12 hours||Every 2 days|
|Severity 4||As/If needed||As/If Needed|
Should you have any queries around these ratings, please don't hesitate to reach out to us 24x7, at firstname.lastname@example.org.