This SLA outlines Mercu's commitment to delivering prompt and effective customer support, ensuring minimal disruption to our customers’ operations and maintaining a seamless experience.
Priority levels
PRIORITY 0 (P0): Business critical
Definition: Complete loss of service or critical feature, with no workaround available. This impacts live recruitment campaigns or core functionalities in production.
Examples:
Candidates cannot submit applications through the platform due to a system outage.
Scheduled interviews are not being communicated to hiring managers or candidates.
The Mercu portal for administrators is entirely inaccessible.
PRIORITY 1 (P1): Degraded service
Definition: Intermittent issues or reduced quality of service that impact performance. A workaround may be available.
Examples:
Delayed notifications or reminders being sent to candidates or hiring managers.
Reporting dashboards load slowly, causing delays in accessing recruitment data.
Some users experience difficulty logging into the platform, while others can access it normally.
PRIORITY 2 (P2): General issue
Definition: Non-critical issues, including general inquiries, feature requests, or problems in staging/development environments.
Examples:
A customer requests a new feature, such as advanced filtering options for candidate profiles.
Questions about configuring user permissions or setting up a new team.
Minor UI bugs that do not affect functionality, such as misaligned buttons or incorrect labels.
Response times
Priority level | Response time |
Response time P0 (business critical) | Within 60 minutes (1 hours) of notification. Customer Updates: Every hour until the issue is resolved. |
Response time P1 (degraded service) | Within 120 business minutes (2 business hours) of notification. Customer Updates: Every two hours until the issue is resolved. |
Response time P2 (general issue) | Within 1 business day of notification. Customer Updates: As requested or upon progress milestones. |
Escalation Process
Customers can escalate issues via Intercom, email (accounts@mercu.com), or WhatsApp (dedicated customer WhatsApp group). All channels are deemed equal regarding their priority.
If response or resolution timelines are not met, the incident will automatically be escalated within Mercu to the next level of technical or managerial support for expedited handling.
Customer Responsibilities
Provide timely and accurate information to assist in incident diagnosis and resolution.
Notify Mercu immediately upon identifying an issue to initiate the response process.