{"title":"SLA","description":"\u003clink href=\"https:\/\/www.cogent2.com\/cdn\/shop\/t\/28\/assets\/template-policies.css?v=149338751282488135841747857749\" rel=\"stylesheet\"\u003e\n\u003cdiv class=\"shopify-policy__body\"\u003e\n\u003ch2 data-start=\"187\" data-end=\"246\" style=\"text-align: left;\"\u003eCogent2 Support Services – Service Level Agreement (SLA)\u003c\/h2\u003e\n\u003ch3 data-start=\"248\" data-end=\"262\" style=\"text-align: left;\"\u003e1. Purpose\u003c\/h3\u003e\n\u003cp data-start=\"263\" data-end=\"570\" style=\"text-align: left;\"\u003eThis Service Level Agreement (SLA) outlines the standards, responsibilities, and response commitments for support services delivered by \u003cstrong data-start=\"399\" data-end=\"410\"\u003eCogent2\u003c\/strong\u003e. It applies to all integration, configuration, optimisation, and advisory engagements where Cogent2 provides ongoing support, issue management, or consultancy.\u003c\/p\u003e\n\u003ch3 data-start=\"572\" data-end=\"584\" style=\"text-align: left;\"\u003e2. Scope\u003c\/h3\u003e\n\u003cp data-start=\"585\" data-end=\"1097\" style=\"text-align: left;\"\u003eCogent2 provides support services related to integration design, configuration, process flow management, and ongoing optimisation across supported systems.\u003cbr data-start=\"740\" data-end=\"743\"\u003eAs Cogent2 is not a software vendor, \u003cstrong data-start=\"780\" data-end=\"888\"\u003esystem uptime and platform performance for any third-party application (e.g. ERP, WMS, eCommerce, iPaaS)\u003c\/strong\u003e are outside the scope of this SLA. Our responsibility is to provide expert assistance in diagnosing, resolving, or escalating issues within the boundaries of our consultancy and technical configuration remit.\u003c\/p\u003e\n\u003ch3 data-start=\"1099\" data-end=\"1119\" style=\"text-align: left;\"\u003e3. Service Hours\u003c\/h3\u003e\n\u003cul data-start=\"1120\" data-end=\"1316\" style=\"text-align: left;\"\u003e\n\u003cli data-start=\"1120\" data-end=\"1223\"\u003e\n\u003cp data-start=\"1122\" data-end=\"1223\"\u003e\u003cstrong data-start=\"1122\" data-end=\"1149\"\u003eStandard Support Hours:\u003c\/strong\u003e Monday to Friday, 9:00am – 5:30pm (UK time), excluding public holidays.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli data-start=\"1224\" data-end=\"1316\"\u003e\n\u003cp data-start=\"1226\" data-end=\"1316\"\u003e\u003cstrong data-start=\"1226\" data-end=\"1263\"\u003eOut-of-Hours \/ Emergency Support:\u003c\/strong\u003e Available for priority incidents by prior agreement.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3 data-start=\"1318\" data-end=\"1350\" style=\"text-align: left;\"\u003e4. Channels of Communication\u003c\/h3\u003e\n\u003cp data-start=\"1351\" data-end=\"1553\" style=\"text-align: left;\"\u003eSupport requests must be submitted via the Cogent2 Support Portal, by email to your assigned account manager, or via your agreed support channel (e.g. Monday.com or Slack workspace for managed clients).\u003c\/p\u003e\n\u003ch3 data-start=\"1555\" data-end=\"1608\" style=\"text-align: left;\"\u003e5. Service Level Objectives: Priority Definitions\u003c\/h3\u003e\n  \u003cbr\u003e\n\u003cp data-start=\"1610\" data-end=\"1635\" style=\"text-align: left;\"\u003e\u003cstrong data-start=\"1615\" data-end=\"1635\"\u003eShowstopper (S1)\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp data-start=\"1636\" data-end=\"1741\" style=\"text-align: left;\"\u003e\u003cstrong data-start=\"1636\" data-end=\"1647\"\u003eImpact:\u003c\/strong\u003e Services are unusable, affecting all or most users, with no known workaround.\u003cbr data-start=\"1725\" data-end=\"1728\"\u003e\u003cstrong data-start=\"1728\" data-end=\"1741\"\u003eExamples:\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul data-start=\"1742\" data-end=\"2030\" style=\"text-align: left;\"\u003e\n\u003cli data-start=\"1742\" data-end=\"1840\"\u003e\n\u003cp data-start=\"1744\" data-end=\"1840\"\u003eA critical integration or process flow is failing across systems, halting business operations.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli data-start=\"1841\" data-end=\"1942\"\u003e\n\u003cp data-start=\"1843\" data-end=\"1942\"\u003eSevere data corruption or duplication directly traceable to configuration within Cogent2’s remit.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli data-start=\"1943\" data-end=\"2030\"\u003e\n\u003cp data-start=\"1945\" data-end=\"2030\"\u003eProcess flows hanging indefinitely or preventing fulfilment, orders, or data syncs.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp data-start=\"2032\" data-end=\"2128\" style=\"text-align: left;\"\u003e\u003cstrong data-start=\"2032\" data-end=\"2050\"\u003eResponse Time:\u003c\/strong\u003e Within 1 working hour\u003cbr data-start=\"2072\" data-end=\"2075\"\u003e\u003cstrong data-start=\"2075\" data-end=\"2111\"\u003eTarget Resolution or Workaround:\u003c\/strong\u003e 1 business day\u003c\/p\u003e\n\u003cp data-start=\"2130\" data-end=\"2152\" style=\"text-align: left;\"\u003e\u003cstrong data-start=\"2135\" data-end=\"2152\"\u003eCritical (S2)\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp data-start=\"2153\" data-end=\"2273\" style=\"text-align: left;\"\u003e\u003cstrong data-start=\"2153\" data-end=\"2164\"\u003eImpact:\u003c\/strong\u003e Key capability is degraded with significant performance impact and no reasonable workaround.\u003cbr data-start=\"2257\" data-end=\"2260\"\u003e\u003cstrong data-start=\"2260\" data-end=\"2273\"\u003eExamples:\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul data-start=\"2274\" data-end=\"2437\" style=\"text-align: left;\"\u003e\n\u003cli data-start=\"2274\" data-end=\"2338\"\u003e\n\u003cp data-start=\"2276\" data-end=\"2338\"\u003eAn integration is partially operational but heavily delayed.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli data-start=\"2339\" data-end=\"2437\"\u003e\n\u003cp data-start=\"2341\" data-end=\"2437\"\u003eMajor configuration errors preventing transactions or synchronisations in one or more systems.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp data-start=\"2439\" data-end=\"2537\" style=\"text-align: left;\"\u003e\u003cstrong data-start=\"2439\" data-end=\"2457\"\u003eResponse Time:\u003c\/strong\u003e Within 4 working hours\u003cbr data-start=\"2480\" data-end=\"2483\"\u003e\u003cstrong data-start=\"2483\" data-end=\"2519\"\u003eTarget Resolution or Workaround:\u003c\/strong\u003e 2 business days\u003c\/p\u003e\n\u003cp data-start=\"2539\" data-end=\"2558\" style=\"text-align: left;\"\u003e\u003cstrong data-start=\"2544\" data-end=\"2558\"\u003eMajor (S3)\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp data-start=\"2559\" data-end=\"2683\" style=\"text-align: left;\"\u003e\u003cstrong data-start=\"2559\" data-end=\"2570\"\u003eImpact:\u003c\/strong\u003e Functionality or performance is impaired, but business operations can continue via a workaround.\u003cbr data-start=\"2667\" data-end=\"2670\"\u003e\u003cstrong data-start=\"2670\" data-end=\"2683\"\u003eExamples:\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul data-start=\"2684\" data-end=\"2790\" style=\"text-align: left;\"\u003e\n\u003cli data-start=\"2684\" data-end=\"2740\"\u003e\n\u003cp data-start=\"2686\" data-end=\"2740\"\u003eDelay or partial failure in non-critical data flows.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli data-start=\"2741\" data-end=\"2790\"\u003e\n\u003cp data-start=\"2743\" data-end=\"2790\"\u003eConfiguration queries or limited-impact bugs.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp data-start=\"2792\" data-end=\"2889\" style=\"text-align: left;\"\u003e\u003cstrong data-start=\"2792\" data-end=\"2810\"\u003eResponse Time:\u003c\/strong\u003e Within 1 business day\u003cbr data-start=\"2832\" data-end=\"2835\"\u003e\u003cstrong data-start=\"2835\" data-end=\"2871\"\u003eTarget Resolution or Workaround:\u003c\/strong\u003e 5 business days\u003c\/p\u003e\n\u003cp data-start=\"2891\" data-end=\"2910\" style=\"text-align: left;\"\u003e\u003cstrong data-start=\"2896\" data-end=\"2910\"\u003eMinor (S4)\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp data-start=\"2911\" data-end=\"3019\" style=\"text-align: left;\"\u003e\u003cstrong data-start=\"2911\" data-end=\"2922\"\u003eImpact:\u003c\/strong\u003e Cosmetic, advisory, or non-urgent issues; requests for enhancements or guidance.\u003cbr data-start=\"3003\" data-end=\"3006\"\u003e\u003cstrong data-start=\"3006\" data-end=\"3019\"\u003eExamples:\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul data-start=\"3020\" data-end=\"3129\" style=\"text-align: left;\"\u003e\n\u003cli data-start=\"3020\" data-end=\"3090\"\u003e\n\u003cp data-start=\"3022\" data-end=\"3090\"\u003eGeneral optimisation advice or requests for new mappings or flows.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli data-start=\"3091\" data-end=\"3129\"\u003e\n\u003cp data-start=\"3093\" data-end=\"3129\"\u003eDocumentation or training queries.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp data-start=\"3131\" data-end=\"3221\" style=\"text-align: left;\"\u003e\u003cstrong data-start=\"3131\" data-end=\"3149\"\u003eResponse Time:\u003c\/strong\u003e Within 2 business days\u003cbr data-start=\"3172\" data-end=\"3175\"\u003e\u003cstrong data-start=\"3175\" data-end=\"3197\"\u003eTarget Resolution:\u003c\/strong\u003e As agreed with client\u003c\/p\u003e\n\u003ch3 data-start=\"3223\" data-end=\"3253\" style=\"text-align: left;\"\u003e6. Client Responsibilities\u003c\/h3\u003e\n\u003cul data-start=\"3254\" data-end=\"3525\" style=\"text-align: left;\"\u003e\n\u003cli data-start=\"3254\" data-end=\"3345\"\u003e\n\u003cp data-start=\"3256\" data-end=\"3345\"\u003eProvide timely access to systems, credentials, and contacts required for investigation.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli data-start=\"3346\" data-end=\"3441\"\u003e\n\u003cp data-start=\"3348\" data-end=\"3441\"\u003eNotify Cogent2 of any system changes, upgrades, or planned downtime in connected platforms.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli data-start=\"3442\" data-end=\"3525\"\u003e\n\u003cp data-start=\"3444\" data-end=\"3525\"\u003eMaintain relevant vendor support contracts with ERP, WMS, or eCommerce providers.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3 data-start=\"3527\" data-end=\"3558\" style=\"text-align: left;\"\u003e7. Cogent2 Responsibilities\u003c\/h3\u003e\n\u003cul data-start=\"3559\" data-end=\"3881\" style=\"text-align: left;\"\u003e\n\u003cli data-start=\"3559\" data-end=\"3651\"\u003e\n\u003cp data-start=\"3561\" data-end=\"3651\"\u003eAcknowledge, prioritise, and respond to issues within the response times outlined above.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli data-start=\"3652\" data-end=\"3718\"\u003e\n\u003cp data-start=\"3654\" data-end=\"3718\"\u003eCommunicate clearly on progress, next steps, and dependencies.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli data-start=\"3719\" data-end=\"3790\"\u003e\n\u003cp data-start=\"3721\" data-end=\"3790\"\u003eEscalate platform-level issues to relevant vendors when identified.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli data-start=\"3791\" data-end=\"3881\"\u003e\n\u003cp data-start=\"3793\" data-end=\"3881\"\u003eProvide post-resolution documentation or recommendations for prevention or optimisation.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3 data-start=\"3883\" data-end=\"3900\" style=\"text-align: left;\"\u003e8. Exclusions\u003c\/h3\u003e\n\u003cp data-start=\"3901\" data-end=\"3925\" style=\"text-align: left;\"\u003eThis SLA does not cover:\u003c\/p\u003e\n\u003cul data-start=\"3926\" data-end=\"4209\" style=\"text-align: left;\"\u003e\n\u003cli data-start=\"3926\" data-end=\"4030\"\u003e\n\u003cp data-start=\"3928\" data-end=\"4030\"\u003eOutages, latency, or downtime of third-party systems (e.g. Shopify, NetSuite, Patchworks, Dynamics).\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli data-start=\"4031\" data-end=\"4073\"\u003e\n\u003cp data-start=\"4033\" data-end=\"4073\"\u003eClient-side network or hosting issues.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli data-start=\"4074\" data-end=\"4131\"\u003e\n\u003cp data-start=\"4076\" data-end=\"4131\"\u003eDevelopment or feature requests outside agreed scope.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli data-start=\"4132\" data-end=\"4209\"\u003e\n\u003cp data-start=\"4134\" data-end=\"4209\"\u003eIncidents arising from third-party modifications or unauthorised changes.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3 data-start=\"4211\" data-end=\"4237\" style=\"text-align: left;\"\u003e9. Reporting \u0026amp; Reviews\u003c\/h3\u003e\n\u003cp data-start=\"4238\" data-end=\"4404\" style=\"text-align: left;\"\u003eMonthly or quarterly reviews (depending on engagement level) will be held to review ticket history, performance metrics, and recommendations for ongoing optimisation.\u003c\/p\u003e\n\u003ch3 data-start=\"4406\" data-end=\"4436\" style=\"text-align: left;\"\u003e10. Continuous Improvement\u003c\/h3\u003e\n\u003cp data-start=\"4437\" data-end=\"4670\" style=\"text-align: left;\"\u003eCogent2 regularly analyses support data to identify recurring issues, improve integration architecture, and enhance system performance over time, ensuring our clients operate with the most efficient and cost-effective configurations.\u003c\/p\u003e\n\u003c\/div\u003e","products":[],"url":"https:\/\/www.cogent2.com\/collections\/sla.oembed","provider":"Cogent2","version":"1.0","type":"link"}