General Service

All SWIFT clients will receive the following services:


  1. 24/7 Server Monitoring 

  2. Free upgrade once a year on SWIFT platform

  3. Security patches on the scheduled maintenance window

  4. Managed service hosting at Google Cloud Platform

  5. Free SSL certificate via Sucuri

  6. Global Content Delivery Network via Sucuri

  7. DDos attack mitigation via Sucuri

  8. Enhanced security with Web Application Firewall (WAF) via Sucuri

  9. Image optimization with Polish

  10. Mobile optimization with Mirage

  11. Continuous feature upgrade on SWIFT core platform


SWIFT Support

Scope of Support

Support is provided for all SWIFT clients on questions on the functionality that included in the SWIFT platform, which consists of:


  1. Answering questions regarding the basic functions of the SWIFT platform; 
  2. Attempting to assist the client to identify the causes of suspected errors occurring on the SWIFT platform. 
  3. Routing core platform server errors to the product infrastructure team according to the agreed SLA. 
  4. Routing core platform errors to the product team for fixes. Core platform errors are defined as reproducible errors of the SWIFT Platform which are not caused by customization, data or any operating errors. The issues have to be able to be reproducible in the demo environment to be qualified as “core platform issues”

Channels Available for Support

Support on the SWIFT platform is provided through the following channels only:

  1. Self-Help Knowledge-based training materials
  2. The only available channel to reach our customer service team via:                                                                              a. Teamwork Desk                                                                                                                                  b. Teamwork Chat
  3. All supports must be logged in to the Teamwork Desk ticketing system.  Customers will receive a copy of the logged tickets and the subsequent updates to the tickets via email or via provided “customer portal”.  
  4. Issues that are not logged in to the Teamwork Desk won’t be qualified for the Service Level Agreement.

Service Level Agreement for the SWIFT platform

Below is the service level agreement (SLA) provided with the SWIFT platform service.  


Incident Priority

Support Availability

Initial Response Time After Confirmation

Priority 1

24 hrs x 7 days a week

Within 2 hours

Priority 2

Local business hours (8:30 am to 5 pm Mon-Fri)

Within 4 hours

Priority 3

Local business hours (8:30 am to 5 pm Mon-Fri)

Within 1 business days

Priority 4

Local business hours (8:30 am to 5 pm Mon-Fri)

Within 4 business days


Priority Definition

Priority 1 (P1)

A P1 is a catastrophic production incident within the Software that severely impacts the customer’s site.  This includes events such as hardware failure, server down, customer not able to access the website and customer is not able to checkout.

Priority 2 (P2)

A P2 is an incident within the software where the customer’s system is functioning but in a reduced capacity.  This means the issue is not listed under P1 but there is no workaround for the customer to complete his or her purchase journey.  

For example:

  • Customer can check out but one of the payment methods fails

  • Website is accessible but the certain product does not appear

Priority 3 (P3)

A P3 is a medium-to-low impact incident that involves partial and/or noncritical loss of functionality.  This means the customer is able to have either workaround to the issue or the issue is not critical to the process of completing the order.

Priority 4 (P4)

A P4 is a low impact incident or general usage question that may be cosmetic in nature and no interruption from the main service at all.  Enhancement requests will be submitted to the product team for future evaluation of product improvement.


Note:  Initial response time does not mean “resolution” time.  Our team will provide an estimate of resolution during the confirmation of the issues but we can not guarantee any resolution commitment time.