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Service Level Agreement

Overview

Supporting our clients is of the utmost importance for Modern Retail because without happy customers, we really don't have a business.  Admittedly, support is hard - a lot of requests can be sent in very short amount of time, with varying levels of importance and priority.  We're customers as well and realize when we have questions or issues, they need to be addressed thoughtfully and in a timely manner.  In order to support our clients, we must use a set of criteria to assess the importance of every request. 

Below you will find the criteria Modern Retail uses when evaluating the priority of requests we receive.  Our goal is to service our customers to the best of our ability and answer questions, solve issues and perform enhancements and changes as fast as possible.

Support Request Priorities

Modern Retail uses the following rating system when assessing the priority of support requests we receive.

URGENT

The only requests that gets an URGENT rating are when a website is down or involves security-related issues. In these cases, it is all hands on deck for Modern Retail, and everyone in the company is responsible for helping out to get the client's website up as soon as possible or work on the security problem. No time frame is set on this priority because it must be solved ASAP.

HIGH

These requests are those that are affecting website functionality, limiting the consumer's ability to shop. Some requests are also deemed important for business reasons as well. We try to solve these requests in 1 business day.

NORMAL

Most of the requests we receive fall into this category. They include "how to" questions, minor website enhancements and other changes or adjustments to the site. We try to resolve items in this category within 1 to 5 business days.

LOW

Requests assigned to this priority are those that have an undetermined end date, need further investigation, and in general, are of lower importance to the customer. A lot of clients will ask questions like "what do you think about this," and those can sometimes be assigned this low priority. Given the nature of these requests, we do not have a predetermined end date.

Urgent Support Hours

Modern Retail responds to Urgent Support Requests 24 hours a day, 7 days a week and 365 days a year.  We have multiple and redundant website monitors in place on every website we manage that alert us if your website ever becomes unavailable.  During off-hours, our hosting partner (Rackspace) usually responds first and then escalates problems or issues that can't immediately be solved to Modern Retail's support staff.

Standard Support Hours

Modern Retail's standard support hours are:

  • Monday - Friday:  9 am to 5 pm CST.

Modern Retail's support staff actually responds to tickets at all hours of the day, night and weekends. We try very hard to reply to tickets as frequently and often as we can, regardless of the day or hour. However, the times listed above are our official business hours for support.

Submitting Support Requests

The Internet is a dangerous place and protecting you and your customers is vital to your success and ours.  We ask that every client submit a Support Request first whenever you have a question, need assistance or have a problem with your website.  Submitting a request ensures Modern Retail that you are an authorized representative of your store, because in order to submit a request, you must be successfully validated by our system.  Submitting a request is easy and the instructions can be found here:

Approval Rating & Feedback

As a customer, you can rate every support request with either:

  • Good, I'm satisfied
  • Bad, I'm unsatisfied

Modern Retail looks at every single request to enjoy your praise and takes stock of your thoughts when we don't perform as expected.  We work very hard to keep our approval rating above 95%.  We're not saying we're not trying to strive for 100%, we certainly are!  However, we know we're not perfect, and we know we sometimes make mistakes.  The questions for us are what do you do as a company when you make a mistake, how do you learn from your mistakes and how do you avoid them in the future?  Our industry satisfaction rate usually averages around 85%, which means we're happy, but not satisfied, with 95%!

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