When something breaks, you want to know two things: how fast a real person will look at it, and how fast that gets faster when money is involved. This page answers both, and the ticketing system behind the client portal enforces every number on it.
You pick the priority when you file. We’ll adjust it with you if the impact turns out to be different — every change is recorded on the ticket with a reason. First response is guaranteed. Resolution is a target.
Any issue touching a financial system, or production unavailable for all users.
Invoices generating with wrong amounts. Payment capture failing. CPQ quoting the wrong price. ERP sync writing bad GL data. Nobody can log in.
A core business process is blocked for a team and there is no workaround.
Lead assignment stopped. An integration is down and sales can't see inventory. A managed-package upgrade broke a flow your ops team runs daily.
Degraded with a workaround, or a single user is blocked.
A report is wrong but the data is right. One user's permission set is missing a field. A validation rule fires on an edge case.
Questions, cosmetic issues, and enhancement requests.
“How do I…” questions. Label and layout tweaks. A new field or a new report. Ideas for the backlog.
A wrong invoice is a trust problem with your customer, a reconciliation problem for your finance team, and an audit problem later. We don’t make you prove urgency. The system assumes it.
If you’re unsure whether something qualifies, it does. We’d rather downgrade with a written reason than discover a P1 on Monday.
Filing a ticket under the “Financial system” category, or ticking the financial-impact box on any ticket, sets the priority to P1. You don’t need to argue for it. Our staff can also flag it after the fact if you didn’t.
A financial-system ticket can only be lowered below P1 by a named member of our team, with a written reason that is recorded on the ticket’s timeline and emailed to you. If you disagree, reply and it goes back to P1.
P1 is measured in calendar hours, not business hours. A ticket filed at 11pm on a Saturday is due a response by midnight.
Every P1 is assigned to a specific person. When it’s resolved, you get a short written summary within two business days: what happened, what we changed, what we’re doing so it doesn’t recur.
File it in the portal. Email and phone are fine for a heads-up on a P1, but the ticket is the record, the clock, and the audit trail.
Say who is affected and what the business impact is. That’s what sets the priority, and it’s the first thing we’ll ask.
Give us a way to reproduce it — record IDs, a user we can log in as, a screenshot, the time it last worked.
Keep the sandbox and the Connected App we use for your org working. Most P1 time is lost waiting for access.
Name a contact who can answer questions and approve a fix during the window. A P1 with nobody on your side to confirm the workaround isn’t resolved.
If we’re going to miss a guaranteed response window, you hear it from us before the deadline, with a reason and a new time. The ticket records the miss either way — the system flags it automatically, we can’t hide it.
If we miss a first-response guarantee on a ticket, the first four hours of our work on that ticket are not billed. For a P1 miss, the first eight hours.
Every monthly status report includes ticket volume by priority, first-response attainment, and any misses with a root-cause note. Two misses in a calendar month trigger a call with David to agree what changes.
Every request starts here. Reply on it to add information or to tell us the priority is wrong.
For Critical issues, also call +1 (801) 657-0849. Leave a voicemail with the ticket number if we don’t pick up; it pages us.
If a guaranteed window has passed with no reply, email david@blufyre.com with “SLA escalation” in the subject. You’ll get a reply from David personally.
Short list, on purpose. We’ll still answer within the window on all of these — the exclusion is about what we can promise to resolve.
This policy is version 1.0, effective October 15, 2026. It applies to every active engagement unless your statement of work says something more specific, in which case the statement of work wins. We’ll give 30 days’ notice of changes, and we never shorten a guarantee mid-engagement. Questions about how it fits your contract: david@blufyre.com. Security posture and data handling are on the Security Standards page.
File it. If it touches a financial system, say so, and a real person is on it within the hour.