Description of type of support case priority
|The Customer and business are unable to operate.
|- Portal/App/All chargers offline
- Complete system outage
- Complete downtime on Monta servers
- Payment in general not working
- No workarounds present
|Some aspects of the Customer business can continue but it is a major problem. Customer’s ability to operate is highly affected.
|- Core features and functionality of app/Portal/charging severely decreased
- High effect on business operations and revenue
|The core business of the Customer is unaffected, but the issue is affecting efficient operation by multiple customers. Potential for performance impact if not addressed.
|- Issue affecting multiple customers
- Decreased performance of core features
- Core features and functionality of app/portal/charging still possible
- Workaround(s) present
|The issue is an inconvenience or nuisance, but there are clear workarounds or alternatives; or the issue is a background or planned task and will be addressed when time permits or on the planned date.
|- Isolated incidents without global effect - Core features and functionality of app/portal/charging still operational
- Workaround(s) present
Monta’s support will determine, acting reasonably, the severity level of a support case based on the description provided by the customer.
Response time and resolution time
The response time and resolution time depends on the customer’s contract.
The time it takes us to respond to an inquiry/request from a client. Not covered by auto-replies. → A response is also a proactive reaction via a status page, mail, in-app notification/message, or similar triggered by the support-service. → Also transitioning a ticket from “Created” to “In-Review” (or similar) should suffice (if client gets notified about it, ie via Zendesk)
The time it takes us to resolve an issue from a client or provide a workaround that works until the problem is solved.
If a P3-4 issue has a reasonable workaround, it shall be considered a resolution in the sense of the SLA if a more permanent solution to the issue is put on the product roadmap for deployment within a reasonable timeframe.
Resolution time is promised at a 90% success rate in a 3-month rolling period for accurate results.
Only in Official Support Channels
The SLA will only apply if contact is made through official channels to Monta’s Customer Support Team (not private emails or phone calls).
Business Hours*: 9-17 CET
Business Day*: Any weekday other than a bank or public holiday in the country where the Customer has its registered office (provided the location is within 2 hours of GMT);
The SLA only applies to the official Monta Support and does not apply to Charge Point Reports, TrustPilot, App Store & Google Play.
* Does not apply if the customer has bought 24/7 Support.