• Unable to open the app at all (e.g. crash on open, stays on loading splash image and does not proceed to app home-screen).
• It takes 30 seconds or more for the app to open.
• The app or Poq’s servers are down for more than 10 minutes (e.g. users cannot open any categories or see any products in the app).
• No purchases can be made via the app (e.g. login does not work which is required at checkout, categories do not load or users cannot see any products in the app).
• 50% or more of the product catalogue is not visible in the app when it should be.
• 50% or more of the products are out of stock when they should be in stock.
• 20% or more of the products are showing as £$0.

• Support will triage and fix if possible.
• Technical escalations will be sent to Support Engineers to perform a roll-back if the issue is related to a release, or implement a hotfix to restore basic functionality.
• Support will then be assigned the task to discuss with the wider business regarding how to implement a permanent fix.

Please note, after a complete triage, if the issue is linked to a third party or a client, the support team will work with the client to help restore its functionality. Poq will endeavour to get the app in a healthy state ASAP but any agreed workarounds to counter fix a (non-Poq caused) problem will not be part of the agreed SLA timeframes.

• Upon loading the app, splash screen is loading for 10 seconds or more.
• Problems with the feed:
  • Feed timing out on client’s side meaning Poq are not pulling all products to the app (e.g. instead of 7000+ rows in feed file, 2000 are showing).
  • Feed processor aborts the process and 20% or more of the products show incorrect pricing.
• Banners failing to load.
• Cookie expiry for login resulting in users not being able to login to their account but still able to checkout as a guest user.
• Colour swatch not showing on PDP and PLP resulting in users abandoning the shopping journey as they are looking for products of a certain colour.
• 20% or more of categories or products are not visible or in stock in the app.
• Push notifications not sending to APP in iOS, Android or both.

• Support will triage and fix if possible.
• Technical escalations will be sent to Support Engineers to perform a roll-back if the issue is related to a release, or implement a hotfix to restore basic functionality
• Support will then be assigned the task to discuss with the wider business regarding how to implement a permanent fix.

• A banner on the homepage is not pointing to any products (this is solved through CMS as usually the banner is linked to an incorrect category).
• Description on PDP is missing.
• Lookbooks are not working as expected.
• Product prices are showing decimals instead of rounded numbers (£10.00 instead of £10).
• Image in-app is incorrect but correct in feed (usually due to images changing but image URL has stayed the same – simple fix in CMS).

• These issues will be triaged and investigated by Support and solved by Support team if possible.
• Development work will be escalated to the correct Engineering team to agree on the correct fix and timelines in accordance with the agreed SLA and any confirmed releases.

• Product images are cut off in PLP.
• Product images are duplicated.
• Spelling errors.
• Primary button colour changes.
• Wishlist icon changes (asset or colour).

• These issues will be triaged and investigated by Support and solved by Support team if possible.
• Development work will be escalated to the correct team to agree on the correct fix and timelines in accordance with the agreed SLA and any confirmed releases.