Sometimes you might need our team to create or switch something on for you, to help you plan this work we try to stick as closely to these SLA's as possible. There might be the occasion where things will take a little longer (particularly around busier times of the year). Get in touch with us on success@airship.co.uk for any queries.
Support ticket | Typical SLA |
First response time | Within one hour before 3pm |
|
|
Airship Rewards | Typical SLA |
Configuring new prefix/locations for rewards - EPOS integrations | 3-5 days |
|
|
Templates | Typical SLA |
New template | 5 days |
Setting up new automations | 5 days |
|
|
Activations/Deactivations | Typical SLA |
New integration switch on (Partner bridge) | 5 days |
New integration switch on (our bridge) | 7 days |
Setup of a new unit (including form, integrations etc) | 2 weeks |
Unit deactivation | 2 weeks |
|
|
Data | Typical SLA |
Data exports | 3 - 5 days |
Bespoke reporting | 5 - 7 days (depending on the complexity) |
Data uploads | 3 - 5 days (depending on the complexity) |