---
title: "SLA's"
url: "https://knowledgebase.omg.oliver.solutions/en/article/slas"
language: "en"
last_updated: "2025-01-27T09:56:19.074Z"
---

# SLA's

Any issues reported are treated with the utmost importance and triaged to set priority based on the following categories.

### **Issue type**

1.  System is down.  All users affected (Priority 1)
2.  Issue affects all users (or all users of a given workflow) and no work-around is available (Priority 2)
3.  Issue affects all users (or all users of a given workflow) and a work-around is available (Priority 2/3)
4.  Issue affects some users and no work-around is available (Priority 3/4)
5.  Issue affects some users and a work-around is available (Priority 4)

### **Data integrity**

1.  Data could be corrupted or lost
2.  Data could be leaked
3.  Not applicable

### **Reputational damage**

1.  **High**
2.  **Possible**
3.  **Not applicable**

### **Priority & communication**

1.  Must be dealt with immediately  
    **Comms**: Every 60 minutes  
     
2.  Resolution requires patching  
    **Comms**: Every 24 business hours  
     
3.  Resolution in normal dev. cycle  
    **Comms**: As required to keep customer accurately informed. Minimum weekly  
     
4.  Resolve as and when possible  
    **Comms**: As required to keep customer accurately informed. Minimum once per sprint.

### **Methodology**

Any issues identified as type 1 require immediate escalation to Core team and Immediate resolution.

Any issues identified as type 2 or 3 require immediate escalation to the Core team for prioritisation.

All issues prioritised based on the sum of the score from Issue type, Data integrity and Reputational damage assessed by the Support and Core teams as required.

![](https://omg.oliver.solutions/wp-content/uploads/2020/08/Live-Issue-Process-1024x244.png)