Support terms and SLA
An operational reference document for GC.Platform customers. Here you'll find guaranteed availability levels, ticket categories and the procedure for contacting our support.
Guaranteed availability level
We guarantee the following availability levels per calendar month.
99.7%
E-Commerce GC.Platform
up to ~2 hours of downtime per month
99.5%
Entire system including GC.MDM
up to ~4 hours of downtime per month
By availability we mean the ability to correctly display the e-Commerce site and complete the purchase process by the end user.
A failure in the GC.MDM layer only affects internal processes — mainly product catalogue updates. Sales through the e-Commerce channel operate independently and are not interrupted.
Ticket categories
Every ticket is classified based on its impact on your business. The priority determines the mode and time of first response.
Standard(Minor)
First response time
up to 24 hours
business days 08:00–16:00 CET
Errors that do not block business processes, minor defects, questions about system operation. The problem affects individual users.
Examples
- •Typos and minor UI errors
- •Isolated login issues for a specific user
- •Questions about functionality or configuration
Major
First response time
up to 4 hours
business days 08:00–16:00 CET
An important system feature is not working or is malfunctioning, but the sales process is possible. The problem affects a group of users. A workaround exists.
Examples
- •Search runs noticeably slower than usual
- •Some orders are not exported to the external system
- •Report export returns an error, but data is accessible in the interface
Critical
First response time
up to 1 hour
24/7 for customers with the extended support package
Complete unavailability of the e-Commerce system or critical functions that prevents sales. No workaround.
Examples
- •Homepage returns a 500 or 404 error
- •No user can log in
- •Cart or payment gateway failure
How to report
All tickets land in the same ZenDesk system — regardless of whether you're reporting a critical incident or a configuration question.
Standard channel
Business days, 08:00–16:00 CET
What the ticket should contain
- A detailed description of the error and steps to reproduce it
- Indication of who is affected — user ID or email address
- Screenshot showing the error and the address bar
Emergency procedure
24/7, outside business hours — for P1 tickets
How to report a critical failure
- First, register the ticket through the standard channel in the ZenDesk system (support.gearcode.eu) — this is our starting point for handling the incident
- Then call the emergency phone: +48 33 476 13 60
- Give the on-duty engineer the ticket number
The emergency phone only handles critical (P1) failures — a complete halt of sales. The emergency procedure outside business hours is available as part of the 24/7 support package.
See package details and costExclusions of liability
We do everything we can to ensure our code runs without failure. We are not, however, responsible for system unavailability caused by factors beyond our control:
- •Global or regional outages of our providers' cloud infrastructure — Microsoft Azure, Oracle Cloud.
- •Outages of network and DNS services from Cloudflare.
- •Disruptions to external payment gateways or courier systems.
- •Force majeure — natural disasters, war, terrorist attacks, physical damage to provider data centres.
- •Planned maintenance windows, of which we give at least 24 hours' notice.
In the event of external provider failures, we commit to immediately contact their technical support and actively monitor the repair status.
Back to the Support page
From there you can reach the documentation, the ticketing system or the emergency contact.