Steady-state support with defined SLAs by severity, a Trackr ticketing workspace for every client, an escalation path that reaches a human, and monthly releases to continuously enhance the platform experience.
Targets below are our standard tiers; your master service agreement prevails where it differs.
| Severity | Definition | Response | Resolution target | Coverage |
|---|---|---|---|---|
| P1 · Critical | Production down or money movement blocked (disbursal, collections, day-end) | 30 minutes | 4 hours | 24 × 7 |
| P2 · High | Major function impaired, workaround exists | 2 hours | 1 business day | 08:00–20:00 IST, 7 days |
| P3 · Medium | Non-critical defect or degraded performance | 1 business day | 5 business days | Business hours |
| P4 · Low | Questions, cosmetic issues, enhancement requests | 2 business days | Next release cycle | Business hours |
Every client gets a Trackr workspace: raise, track and escalate tickets with full history and SLA timers.
A dedicated number shared at go-live for critical incidents, answered around the clock.
For P2 to P4 issues and questions. Tickets are created automatically and acknowledged with an ID.
Support lead, then customer success manager, then head of customer success, with named contacts in your MSA.
Ticket trends, uptime, roadmap items and training needs reviewed with your team every quarter.
Planned maintenance and incident notices sent to your registered contacts in advance.