Support and service levels
This page says what to expect when something goes wrong. The reaction times are targets, not guarantees, and we publish no uptime percentage.
Severities
We classify every problem into one of four severities. Operators triage with these same words.
| Severity | What it means | Reaction target |
|---|---|---|
| Sev1 · Critical | Clubs cannot operate or sign in. | 2 hours |
| Sev2 · Major | An important function is degraded or unavailable for many clubs. | 8 hours |
| Sev3 · Minor | A function is affected, or has a workaround. | Next business day |
| Sev4 · Low | Cosmetic or informational; no effect on a club’s work. | 3 business days |
A reaction target is the time within which a person starts working on your report, counted inside support hours. It is a target, not a guarantee, and not a time to resolution.
Support hours
Sunday to Thursday, 08:00 to 18:00 Gulf Standard Time (UTC+4)
Outside these hours a report waits for the next business day, whatever its severity.
How to reach support
A dedicated support channel is being prepared. Until it is published here, contact your club's Metropolitan onboarding contact and state the severity, what is affected and when it began.
Check the platform status page first: it shows what the platform itself can tell right now. Platform status
Escalation
If a report has had no reaction inside its target, or its severity has risen, reply to the same thread and ask for escalation. A raised severity is judged against the definitions above.
What the targets do not cover
- Planned maintenance, announced in advance.
- Problems in the club's own network, internet connection or equipment.