Support Plans
Finverity applies a five-tier incident prioritisation framework with defined response and resolution SLAs across three support plans (Basic, Standard, and Premium):
Severity Level | Impact | Basic Plan (1st Response) | Standard Plan (1st Response) | Premium Plan (1st Response) | Workaround Target | Resolution Target |
|---|---|---|---|---|---|---|
Severity 1 | Critical | 3 business hours | 2 business hours | 1 business hour | 5 business hours | 48 business hours |
Severity 2 | Major | 6 business hours | 4 business hours | 2 business hours | 8 business hours | 4 business days |
Severity 3 | Normal | 8 business hours | 6 business hours | 4 business hours | 4 business days | 14 business days |
Severity 4 | Minor | 12 business hours | 9 business hours | 6 business hours | 10 business days | 20 business days |
Severity 5 | None | 18 business hours | 12 business hours | 8 business hours | N/A | N/A |
Severity Levels
To ensure support requests are prioritised appropriately, all incidents are assigned a severity level based on their impact on platform availability, business operations, and users. Severity levels determine the urgency of response, workaround, and resolution efforts.
Severity Level | Impact | Definition | Examples |
|---|---|---|---|
Severity 1 | Critical | System-wide outage or mission-critical failure. The platform or a core SCF function (payments, supplier funding, or repayments) is unavailable. Majority of customers or key partners are fully blocked. No workaround possible. Severe financial, compliance, or reputational risk. | • Payment instructions not generating. • Financial calculations are erroneous. • Platform inaccessible to all users. • The API is experiencing issues affecting payment and reconciliation endpoints. |
Severity 2 | Major | Significant service degradation impacting business operations. A subset of customers or key workflows are partially blocked or delayed. A subset of business operations is disrupted. Financial transactions may be delayed, but data integrity remains intact. Noticeable customer or partner impact. | • Approval process is interrupted for a subset of customers. • Delayed funding disbursements for a subset of suppliers. • API latency or partial failure affecting integration partners. • Payment confirmations delayed but can be manually processed. • Notifications are not sent for critical operations (approvals, funding, or repayment). • Key reporting module unavailable for several users. |
Severity 3 | Normal | Moderate issue with limited business or operational impact. A small number of users or non-critical features are affected. Core SCF operations (funding, payments, onboarding) continue to work. Performance degradation, intermittent issues, or partial feature unavailability. Does not impact financial settlements or data integrity. | • Dashboard metrics showing incorrect totals. • Non-critical business notifications are not sent for some users. • Notifications delayed for some users. • Minor API endpoint returning errors for a few customers. • Occasional slow page loads on non-critical modules. |
Severity 4 | Minor | Low-impact or cosmetic issue. System fully usable; all financial functions operate normally. Minor usability bugs, UI glitches, or intermittent non-core feature issues. Workarounds are straightforward with no operational impact. | • Non-critical pages loading slowly. • Minor formatting issues in reports and tables. • Fonts and colors are not displayed as expected. |
Severity 5 | None | General inquiries, feature requests, or feedback. No fix required to restore functionality. | • Question about account setup. • Request for a new dashboard feature. • Feedback on UI/UX improvements. • Query about product functionality. |