Help center
Introduction
Here, you’ll find information on our service level commitments, support availability and how to raise issues effectively.
Service Level Agreement (SLA)
SLA defines the level of support and performance expectations for the Reluna platform.
Covered Services
✔️ Platform access and feature availability
✔️ Regular maintenance and security updates
✔️ Technical support for platform functionality
✔️ Training sessions for optimal platform use
SLA Exclusions
The SLA does not cover:
❌ Issues caused by external factors (force majeure, cyber-attacks)
❌ Errors due to third-party software/hardware
❌ Breaches of agreement, unauthorized actions, or incorrect user inputs
❌ Data integrity issues arising from customer inputs
Customer Responsibilities
To ensure smooth operations, customers must:
✅ Use the platform according to provided guidelines
✅ Report issues via the designated issue reporting tool
✅ Provide detailed support tickets to avoid delays
✅ Mask sensitive data before sharing with the support team
✅ Maintain and review user access permissions
Issue Prioritization
Issues are categorized by priority level to ensure a structured and efficient resolution process.
Priority Level | Definition | Sample Issues |
|---|---|---|
Priority 1 (BLOCKER) | Critical bugs causing complete system failure or security risk | System crashes, order creation failures, incorrect fee calculations |
Priority 2 (HIGH) | Significant functionality impact | Transaction matching errors, inaccurate bank integrations, data miscalculations |
Priority 3 (MEDIUM) | Moderate impact with workarounds available | Data entry issues, object creation errors, rounding-off discrepancies |
Priority 4 (LOW) | Minor bugs, UI enhancements, documentation updates | UI tweaks, feature suggestions, help guide updates |
How to Report an Issue
🔹 Use the official Reluna help center
🔹 Provide detailed descriptions and screenshots
🔹 Avoid incomplete support tickets to prevent delays