SLA

Cogent2 Support Services – Service Level Agreement (SLA)

1. Purpose

This Service Level Agreement (SLA) outlines the standards, responsibilities, and response commitments for support services delivered by Cogent2. It applies to all integration, configuration, optimisation, and advisory engagements where Cogent2 provides ongoing support, issue management, or consultancy.

2. Scope

Cogent2 provides support services related to integration design, configuration, process flow management, and ongoing optimisation across supported systems.
As Cogent2 is not a software vendor, system uptime and platform performance for any third-party application (e.g. ERP, WMS, eCommerce, iPaaS) 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.

3. Service Hours

• Standard Support Hours: Monday to Friday, 9:00am – 5:30pm (UK time), excluding public holidays.

• Out-of-Hours / Emergency Support: Available for priority incidents by prior agreement.

4. Channels of Communication

Support 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).

5. Service Level Objectives: Priority Definitions

Showstopper (S1)

Impact: Services are unusable, affecting all or most users, with no known workaround.
Examples:

• A critical integration or process flow is failing across systems, halting business operations.

• Severe data corruption or duplication directly traceable to configuration within Cogent2’s remit.

• Process flows hanging indefinitely or preventing fulfilment, orders, or data syncs.

Response Time: Within 1 working hour
Target Resolution or Workaround: 1 business day

Critical (S2)

Impact: Key capability is degraded with significant performance impact and no reasonable workaround.
Examples:

• An integration is partially operational but heavily delayed.

• Major configuration errors preventing transactions or synchronisations in one or more systems.

Response Time: Within 4 working hours
Target Resolution or Workaround: 2 business days

Major (S3)

Impact: Functionality or performance is impaired, but business operations can continue via a workaround.
Examples:

• Delay or partial failure in non-critical data flows.

• Configuration queries or limited-impact bugs.

Response Time: Within 1 business day
Target Resolution or Workaround: 5 business days

Minor (S4)

Impact: Cosmetic, advisory, or non-urgent issues; requests for enhancements or guidance.
Examples:

• General optimisation advice or requests for new mappings or flows.

• Documentation or training queries.

Response Time: Within 2 business days
Target Resolution: As agreed with client

6. Client Responsibilities

• Provide timely access to systems, credentials, and contacts required for investigation.

• Notify Cogent2 of any system changes, upgrades, or planned downtime in connected platforms.

• Maintain relevant vendor support contracts with ERP, WMS, or eCommerce providers.

7. Cogent2 Responsibilities

• Acknowledge, prioritise, and respond to issues within the response times outlined above.

• Communicate clearly on progress, next steps, and dependencies.

• Escalate platform-level issues to relevant vendors when identified.

• Provide post-resolution documentation or recommendations for prevention or optimisation.

8. Exclusions

This SLA does not cover:

• Outages, latency, or downtime of third-party systems (e.g. Shopify, NetSuite, Patchworks, Dynamics).

• Client-side network or hosting issues.

• Development or feature requests outside agreed scope.

• Incidents arising from third-party modifications or unauthorised changes.

9. Reporting & Reviews

Monthly or quarterly reviews (depending on engagement level) will be held to review ticket history, performance metrics, and recommendations for ongoing optimisation.

10. Continuous Improvement

Cogent2 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.