This document presents the availability, service SLAs, and additional support resources offered by VTEX. Learn more about VTEX Support in How does VTEX Support work?.
SLA service availability
The following table shows the availability and service SLAs, which are global standards applicable to clients and partners served by VTEX.
Please note the first response time is calculated based on business hours only.
Urgent tickets
Urgent tickets report critical issues with direct impact on sales. The following scenarios are considered urgent:
| Scenario | Description |
|---|---|
| VTEX Platform unavailable | Storefront or Admin completely down Incident opened on our Status page |
| Checkout unavailable | Shipping calculations preventing order completion Uncalculated tax preventing order completion Cart or checkout pages down (totally unavailable) |
| Unable to fulfill orders | Order status not being updated Order feed or hook not working |
| Store usability unavailable | Users can't add items to the cart Users can't register on the site Internal search with no response |
Urgent tickets will receive emergency support exclusively via Zendesk.
Ticket priority classification
Ticket priority is determined by the information provided in the submission form. Below are the possible scenarios:
The VTEX Support team may adjust a ticket's priority at any time if it determines that it doesn't align with the priority table descriptions. You can check the priority of your tickets directly in the VTEX Support panel.