This article applies to managed sites. For apps, read: https://support.certifiedcode.us/en/articles/9051152-service-slas-apps-by-certified-code-from-wix-app-market
This article applies to managed sites. For apps, read: https://support.certifiedcode.us/en/articles/9051152-service-slas-apps-by-certified-code-from-wix-app-market
For Managed Sites (sites with custom solutions by Certified Code, or site plan subscribed from Certified Code), the following SLAs apply.
Update: Mar 9, 2024 - We are enforcing service SLAs strictly due to the high volume of requests.
SLAs apply to
Maintainance request
Active project changes
SLAs do not apply to
Issues (such as downtime, depreciation) from third-party providers (including Wix)
| Tier 1 | Tier 2 | Tier 3 | Tier 4 |
Pricing | Waived | $500/mo | $1500/mo | Contact CSM |
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Support days | Mon, Wed, Fri | Mon - Fri | Mon - Sat | Mon - Sun |
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First Response Time |
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Priority 1 | 48 hours | 18 hours | 8 hours | Custom SLA |
Priority 2 | 96 hours | 24 hours | 12 hours | Custom SLA |
Priority 3 | Up to 7 days | 48 hours | 24 hours | Custom SLA |
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Channels |
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☑️ | ☑️ | ☑️ | ☑️ | |
☑️ | ☑️ | ☑️ | ☑️ | |
Meetings |
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Dedicated conversation channel |
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First Response Time
Priority 1: Active project changes/revisions request. Severe Business Impact where most Business operations are down. Example: All features down, Multiple departments affected.
Priority 2: Big Business Impact where crucial systems are affected. Example: Partial outage (Site not sending emails)
Priority 3: Minor Business Impact where the impact is limited. Example: Any general questions, single sample issues.
Dedicated conversation channel
Your dedicated escalation channel will be a private channel between you and our support team to bypass our standard support queues.