# Support At **DotApparel**, we’re committed to providing fast, reliable, and transparent support for all our partners. This document outlines our agreed Service Level Agreements (SLAs), detailing how we **prioritise, respond to, and resolve issues** based on their impact to your business. *** ### 🔺 **Priority Levels and Response Times** | **Priority** | **Definition** | **First Response** | **Resolution Target** | | ------------- | ------------------------------------------------------------------------------------------------------------------ | ------------------ | --------------------- | | **🚨 Urgent** | A critical issue blocking sales, orders posting to your or impacting the launch or performance of a live promotion | 4 hours | 1 day | | **⚠️ High** | An issue impacting a high volume of orders, products or inventory | 8 hours | 2 days | | 🔧 Medium | A general issue or improvement that does not immediately impact conversions or sales | 16 hours | 5 days | | 🚦Low | A non essential issue or minor enhancement | 24 hours | 10 days | *** ### 🤝 **Contact & Support** For any questions about this SLA or to discuss an ongoing issue, please reach out to your **Customer Success Manager** directly. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.dotapparel.com.au/support.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.