How quickly do you respond to issues?

Our response times depend on the severity of the issue. Clients on maintenance retainers receive priority response, and all clients have direct communication channels with our team.

Response Time SLAs

Critical — Within 2 Hours

Application is down, data is at risk, or a security breach is detected.

• Immediate team mobilisation
• Root cause investigation begins within 30 minutes
• Regular status updates every 30 minutes until resolved
• Post-incident report within 24 hours

High Priority — Within 4 Hours

Major feature is broken, significant performance degradation, or a blocking bug affecting multiple users.

• Senior developer assigned within 1 hour
• Workaround provided if immediate fix is not possible
• Fix deployed within 1 business day in most cases

Standard — Within 1 Business Day

Non-critical bugs, minor UI issues, content updates, and feature requests.

• Acknowledged within 1 business day
• Scheduled into the next available sprint cycle
• Timeline estimate provided upon assessment

Communication Channels

• Dedicated Slack or WhatsApp group: Direct access to your project team for real-time communication.
• Email: hello@advisoryapps.com — monitored during business hours (Mon–Fri, 9am–6pm MYT).
• Emergency hotline: For critical issues outside business hours (available to retainer clients).

Escalation Process

If an issue is not resolved within the SLA timeframe, it automatically escalates to our CTO. We take response times seriously because we understand that downtime directly impacts your business and your users' trust.