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.

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🔺 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

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🤝 Contact & Support

For any questions about this SLA or to discuss an ongoing issue, please reach out to your

Customer Success Manager directly.