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| Priority | Description | Response SLA |
|---|---|---|
| Low | Feature requests.
General and how to questions. |
3 Business Days |
| Urgent | Synapse is down (all users impacted)
Can't onboard >50% of users Can't process >50% transactions |
2 Hours |
| High | Major feature not working
Synapse is usable but severely restricted Can't onboard >10% of users Can't process >10% transactions Spec Sheet Updates |
4 Hours |
| Normal | Non-critical issues
Acceptable workaround exists Single transaction or user impacted |
3 Business Days |
Notice
Please note setting the impact to whole platform or majority of platform along with selecting Urgent priority will trigger our on-call process. Please only select these options for critical production issues. Synapse reserves the right to adjust the ticket priority and impact.