Resolution Time Based on Severity
| Severity | Type
| First Response | Update Response
| Resolution Time |
| Showstopper | Issue | 2 Hours | 3 Hours | 12 Hours |
| Major | Issue, Request | 4 Hours | 6 Hours | 24 - 48 Hours |
| Mid | Issue, Request | 6 Hours | 12 Hours | 48 - 96 Hours |
| Minor | Request, Inquiry | 12 Hours | 24 Hours | 120 Hours |
Showstopper
Server downtime / outage on RUSH Tools which has a total impact on the Merchant Operations and needs to be addressed within the day.
| Sample Concerns | L1 Action | L2 Action | L3 Action |
| Server Downtime | Check the functionality of CMS and Apps in relation to server connectivity |
| Check AWS Account and AWS Services if they’re functioning properly |
| Merchant access and Customer App Downtime | Check the functionality of Merchant or Customer App in relation to connectivity | Assessment of Issue | Build update (if necessary) |
| Assessment of device used to run the Merchant or Customer App |
| App availability on Google Playstore and Apple App Store | Confirmation of unavailability | Assessment of Issue |
|
| Republishing of Apps in Google Playstore and Apple App Store (if necessary) |
| Log In Error | L1 to gather the data from client
| Assessment of Issue
| Bug fixes (if necessary) |
Escalation to L2
|
Major
Merchant partners can access RUSH tools without any issues but there is a major adjustment needed to be deployed that may somehow affect Operations.
| Sample Concerns | L1 Action | L2 Action | L3 Action
|
Points Generation Issue/ Points Adjustment
| Check functionality in CMS
| Assessment of Issue
| Bug fixes (if necessary)
|
Extraction of Transaction History
| L1 to request for details (Duration)
| Complete Extraction request
|
|
| Request for extraction to L2 |
|
| SKU Tagging | L1 to gather the data from client
| Assessment of Issue
| Bug fixes (if necessary)
|
| Escalation to L2 |
Mid
Merchant partners can access RUSH tools without any issues. These requests or issues reported are non-critical and can be resolved within 2-4 days. There can be a work around to it.
| Sample Concerns | L1 Action | L2 Action | L3 Action |
Password Reset
| L1 to request password change to L2
| L2 to send a new password
|
|
Account Disputes
| L1 to check the account and request for details
| Assessment of issue
|
|
CMS Issues (Unable to update content)
| L1 to gather the data from client
| Assessment of issue
| Bug fixes (if necessary)
|
| Escalation to L2 |
Imported Items are Missing
| L1 to gather the data from client
| Assessment of issue
| Bug fixes (if necessary)
|
| Escalation to L2 |
Minor
Merchant partners can access RUSH tools without any issues. The Minor requests/ inquires can be answered without L2 Assistance, while some basic how-to questions can be answered with the FAQs articles or by L1. To enable screen reader support, press Ctrl+Alt+Z To learn about keyboard shortcuts, press Ctrl+slash
| Sample Concerns | L1 Action | L2 Action | L3 Action |
| Inquiry | Respond to the inquiry with an article from Help Center |
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