Service Level Agreement
Overview
CoolR Group Inc. is committed to delivering exceptional support for our retail execution platform. This Service Level Agreement (SLA) defines our support commitments, response times, and resolution targets to ensure your business operations run smoothly with a guaranteed platform uptime of 99.9%.
This SLA applies to platform availability and associated support services. Hardware, network connectivity, and third-party service issues are subject to separate terms.
Contact Support
For assistance, please reach out to our support team:
- Email: support@coolrgroup.com
- WhatsApp: +1 (571) 933-3762
Support Service Levels
Our support is structured around priority levels to ensure critical issues receive immediate attention. All response and resolution times are measured in business hours (Monday–Friday, 9:00 AM – 6:00 PM in your time zone).
| Priority Level | Description | Response Time | Resolution Target | Typical Issues |
|---|---|---|---|---|
| Critical (P1) | Business-critical issues preventing normal operations | 1 hour | 12 hours | Platform unavailable, login failures affecting all users, complete integration failures |
| High (P2) | Significant functionality impaired with no reasonable workaround | 1 hour | 4 business days | Hardware performance issues, incorrect planogram data, image recognition failures |
| Medium (P3) | Limited functionality impact affecting specific users or features | 1 hour | 7 business days | Email notification delays, image upload delays exceeding 24 hours, minor administrative issues |
| Low (P4) | General inquiries or requests not impacting core functionality | 1 hour | 30 business days | Training requests, documentation inquiries, general questions |
For Critical (P1) issues, you will receive status updates every 2 hours until resolution. For all other priority levels, we will provide regular updates as your ticket progresses.
How Support Works
Submitting a Support Request
- Contact Us: Submit your issue via email or WhatsApp using the contact information above
- Provide Details: Include a clear description of the issue, steps to reproduce (if applicable), and screenshots when relevant
- Acknowledgment: You will receive confirmation within 1 hour during business hours
- Priority Assignment: Our team will assess and assign the appropriate priority level
- Resolution: We will work to resolve your issue within the committed timeframe and keep you updated throughout
- Confirmation: Your ticket will only be closed after you confirm the issue is resolved
Escalation
If your issue requires specialized expertise or is not progressing as expected, our team will automatically escalate to senior engineers and technical specialists. For Critical (P1) issues, your Account Director will be immediately notified and involved in the resolution process.
Your Responsibilities
To help us serve you effectively, please:
- Provide clear and detailed descriptions of issues
- Include relevant screenshots, error messages, or logs when applicable
- Grant system access when necessary for troubleshooting
- Respond promptly to our requests for additional information
SLA Exclusions
This SLA does not cover:
- Feature Requests: New features, enhancements, or system modifications (please contact your Account Manager)
- Third-Party Issues: Problems caused by external software, hardware, or services
- Training & User Error: Issues resulting from insufficient training or platform misuse
- Scheduled Maintenance: Planned maintenance windows communicated in advance
- Connectivity Issues: Network or environmental factors affecting device connectivity are addressed separately; please refer to CoolR Operational Challenges & Expectations for guidance
Performance Monitoring & Reporting
We maintain transparency in our service delivery through:
- Monthly Reports: Detailed summaries of ticket volumes, resolution times, and SLA compliance
- Quarterly Business Reviews: Collaborative sessions with key stakeholders to review performance, address recurring issues, and gather feedback for continuous improvement
Additional Services
Training & Documentation
- Comprehensive training materials available upon request
- Product documentation, FAQs, and technical guides accessible through the CoolR Group Portal
- Regular webinars and training sessions for your team
Professional Services
For advanced needs such as custom configurations, integrations, or strategic consultancy, our Professional Services team is available. Please contact your Account Manager for more information.
Support Hours
- Standard Support: Monday–Friday, 9:00 AM – 6:00 PM (aligned to your time zone)
- Emergency Support: 24×7 availability for Critical (P1) issues
Last Updated: February 2026