This Service Level Agreement (SLA) sets forth the performance, response, and resolution standards for the Loop Experience Platform. It applies to all active customer subscriptions as of their contract start date.
High Availability & System Operations
High Availability Target
Loop is delivered as Software as a Service (SaaS). The system architecture is designed for high availability and is monitored continuously by our operations team. The service uptime target is set in alignment with the primary infrastructure providers that we depend on.
SLA Tier | Availability Target |
Standard & Enterprise | 99.95% |
Hours of Operation
Standard technical support operations are performed during standard business hours:
Standard Operating Hours: Monday to Friday, 8:00 AM – 5:00 PM EST (excluding Canadian Federal & Civic Holidays).
Critical Incident Response: 24/7/365 monitoring for Priority 1 (Critical) system outages.
Platform Data Processing Targets
To ensure consistency and high performance across heavy reporting, Loop utilizes both Real-time and Scheduled Extract, Transform, and Load (ETL) data pipelines. Please contact support directly if you require an ETL process ahead of reporting.
Pipeline Type | Target Processing Time | Functional Impact |
Real-Time ETL | Immediate | Live experience data such as responses and conversations are available within dashboards. |
Scheduled ETL | Within 15 minutes | All reporting data data such as users, targets, channels, responses and conversations are available within dashboards. |
Interaction & Ticket Classification
To ensure requests are handled efficiently by the appropriate specialist team, Benbria classifies customer interactions into three distinct categories: Incidents, Service Requests, and Change Requests.
Interaction Type | Structure | Sub-Type / Example | Primary Pipeline |
Incident | Ticket | Bug: System behavior that is broken, degraded, or unexpected (e.g., surveys failing to load, dashboard data missing). | Prioritized via Impact/Urgency Matrix |
Service Request | Conversation | Question: General usage, how-to inquiries, or guidance (e.g., "How do I export a survey report?"). | Flat Service SLA (24h Target) |
Change Request | Ticket | Configuration: Admin modifications, user management, or setting updates (e.g., "Remove a location from my survey"). | Flat Service SLA (5 Business Days) |
Change Request | Ticket | New Feature / Enhancement: Requests for new platform capabilities or functionality changes. | Product Roadmap Review |
Incident SLA Targets (Bugs & Outages)
Incidents are prioritized based on an assessment of Impact (breadth of system/users affected) and Urgency (business time-sensitivity).
Impact Assessment
Impact measures the scale, severity, and extent of damage an issue causes. It is a measurement of "How big is the issue?".
Impact | Description | Example |
High | Core platform is entirely down, or a primary channel (SMS, Email, WhatsApp) is completely blocked. No workaround exists. Affects all or a majority of users/locations. | The survey engine is offline; no customers can submit feedback. The Unified Inbox cannot receive any incoming messages. |
Medium | Non-critical features are degraded or unavailable, but core systems remain functional. A workaround exists, or the issue is isolated to a specific sub-feature, location, or minor channel. | Standard users cannot download PDF reports, but dashboards render correctly. A single survey link is non-accessible. |
Low | Cosmetic issues, minor functional glitches with easy workarounds, or localized issues that do not impact daily business operations. | A spelling error in the Unified Inbox UI, or a specific dashboard widget takes an unreasonable amount of time to load.
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Urgency Assessment
Urgency measures the speed at which the business requires a resolution to prevent further escalation or damage. It is a measurement of "How fast do we need to fix this?".
Impact | Description | Example |
High | The issue is actively causing financial loss, severe reputational damage, or blocking frontline operations right now. | Frontline users are actively unable to log into the inbox to resolve guests' complaints during peak operational hours. |
Medium | The issue is causing minor operational friction. It needs to be resolved within a defined, reasonable timeframe to prevent upcoming missed deadlines. | The daily scheduled ETL data sync is delayed by 4 hours, meaning weekly store reviews will be delayed if not resolved by tomorrow. |
Low | No immediate timeline pressure. The issue does not impact current workflows and can be handled during standard maintenance or future product releases. | A legacy report from a closed campaign is missing minor metadata. |
Prioritization Matrix
Priorities are determined using the table below leveraging a combination of Impact and Urgency levels:
Impact/Urgency | High | Medium | Low |
High | 1 - Critical | 2- High | 3- Medium |
Medium | 2 - High | 3- Medium | 4- Low |
Low | 3- Medium | 4 - Low | 4- Low |
Standard Tier - Incident Targets
Priority Level | Response Time(s) | Resolution Targets |
1 - Critical | 1 business hour | 8 business hours |
2 - High | 4 business hours | 2 business days |
3 - Medium | 8 business hours | 4 business days |
4 - Low | 2 business days | Next release cycle |
Enterprise Tier - Incident Targets
Priority Level | Response Time(s) | Resolution Targets |
1 - Critical | 30 minutes | 4 hours |
2 - High | 2 business hours | 1 business day |
3 - Medium | 4 business hours | 2 business days |
4 - Low | 1 business day | Next release cycle |
Service Request SLA Targets (Questions & Guidance)
General questions and conversational assistance are handled separately from technical bugs to ensure fast, helpful answers without clogging engineering queues.
Request Type | Description | Target Resolution |
Questions | Product guidance, best practice inquiries, and account how-to support. | 24 business hours |
Change Request SLA Targets (Configurations & Features)
Requests to modify your account setup or add functionality are routed according to the scope of the change:
Request Type | Description | Target Resolution |
Configuration | Administrative setup changes (e.g., adding/removing survey locations, updating routing rules). | 5 business days (Subject to complexity of the change) |
New Feature | Request for unreleased functionality or new core integration. | Future release (Subject to roadmap prioritization) |
Feature Enhancement | Request to modify or expand an existing feature's capabilities. | Future release (Subject to roadmap prioritization) |
How to Submit Requests
To ensure your request is routed to the correct team immediately, please use the following preferred channels:
Self-Service Help Center: Search ready-to-use guides and documentation at help.benbria.com.
In-App Chat: Submit questions, configuration requests, or incidents directly within the Loop platform.
Email Support: Send detailed requests to support@benbria.com.
Phone Support: Call us directly at 1-(844)-864-0003.
When reporting an Incident, please include:
A detailed description of the expected vs. actual behavior.
Impacted channels (e.g., SMS, Kiosk, Web), locations, or user accounts.
Screenshots or error logs, along with approximate dates/times.
Hardware Issues
Hardware issue reporting, warranty and RMA processes are captured here.