Scope of Support
Union Works provides support for Apps built by Union Works and manages the uptime and operational running of such Apps.
The Company should contact Union Works by email on automate@unionworks.co.uk
Issue Reporting Terminology
High Priority Bug - An issue with the Union Works developed application which prevents the
app from working as expected and is affecting the store's operations.
Low Priority Bug - An issue with the Union Works developed application which is causing an
issue which can be worked around, but needs to be fixed.
Feature request - A request that involves either changing the logic or functionality of the
delivered solution that is out of the scope of this document. This can include making changes to
the app as a result of changes to a theme or conflicts with new apps that have been installed
into the Shopify store.
Incident Prioritisation
| Severity | Description |
| 1 | An issue with the Union Works App that prevents the App from working as expected and is affecting all merchants’ customers. |
| 2 | An issue with the Union Works App which is preventing the app from working for some of the merchants customers but a workaround could be put in place as a temporary measure. |
| 3 | The App is not working on a merchant site due to a conflict with code in the merchant’s theme. The App is not working on a merchant’s site due to a conflict with another app which has been installed on a merchant’s site. The admin area used by the merchant to administer the App is not working or is experiencing issues. All other issues including out of scope features/new feature requests. |
All cases regardless of severity are to be reported via email to automate@unionworks.co.uk
Customer Support SLA
working hours = w/h
working days = w/d
| Category | Acknowledgement | Updates | Interim Updates | 100% Resolution |
| Severity 1 | Within 2 hours | 4 w/h | regular | 8 w/h |
| Severity 2 | Within 8 w/h | 24 w/h | daily | 5 w/d |
| Severity 3 | Within 8 w/h | 48 w/h | Weekly | 21 w/d |
Service Availability
All support hours shown are for UK hours of service:
Monday - Friday 9:30am - 17:30am
* Limited service is provided on UK public or bank holidays.