Response Times

Our Target Service Level Agreements (SLA)

Unless your Service Agreement specifies otherwise MythCoders operates under the following guidelines to deliver the timely resolution to issues that may arise.

Priorities help us define how quickly a request should be responded to. In the case of issues or defects, priority also determines how quickly the defect turnaround time must be. If there are multiple defects, the priority decides which defect must be fixed immediately versus later.

Issues/bugs/defects

MythCoders does not consider the staging and review environments to be applicable to the Highest or High priorities. Issues affecting staging and review environments will be reclassified as Medium, Low, or Lowest.

Level	Response Time	Resolution Time
Highest	1 hour	6 hours
High	2 hours	12 hours
Medium	3 hours	18 hours
Low	5 hours	24 hours
Lowest	8 hours	No SLA

All other request types

Requests raised by sending an email to [e-mail] are considered an “other request type” and automatically default to a priority of Medium.

Level	Response Time	Resolution Time
Highest	5 hours	No SLA
High	5 hours	No SLA
Medium	5 hours	No SLA
Low	5 hours	No SLA
Lowest	5 hours	No SLA