We do not set SLAs for tickets or bugs, as we aim to resolve all issues as quickly as possible. Setting a meaningful SLA would be challenging due to the wide range of ticket complexities.

Obsessive Support Tickets
These encompass day-to-day work, such as scheme changes, and are triaged but do not have a specific SLA. Each ticket varies significantly in scope, from a 30-second task to several weeks of work. Tickets are processed based on priority (e.g. time sensitive) and order received.

Bugs and Issues
Raised via Obsessive Support tickets, bugs undergo internal evaluation and are triaged and assigned a tier (1-4, with 1 being the highest priority). Like support tickets, there are no specific SLAs due to the varying nature of issues, from minor cosmetic bugs to critical failures. These are reviewed daily and addressed in priority order. Regular small updates and bug fixes are continuously released, as noted on our status page.

Incidents
A T1 bug or issue is termed an ‘incident’ and usually involves something that prevents one or more customers from trading. In such cases, all other tasks are dropped, and the Wunderwriting and Engineering teams work on the issue until resolved. Business Continuity Plans (BCP) and Disaster Recovery Plans (DRP) may be activated, with a Recovery Time Objective (RTO) for the SchemeServe Platform of 7 hours.