If you’re looking for Mentorloop’s service level information (SLAs), this article outlines our support response times and platform availability.
Mentorloop acknowledges reported bugs within 4 business hours, confirms a plan and timeline to fix within 4 working days, and resolves issues within 6 working days — with faster turnaround for higher-severity issues. Here's the full breakdown of our response times, how we define severity, and how to report an issue.
Response turnaround
| Action | Response Turnaround |
| Bug Raised – Acknowledgement | Within 4 working hours (during business hours) |
| Bug Raised – Confirmation of Plan & Timeline to Fix | Within 4 working days (dependent on severity) |
| Bug Raised – Resolution | Within 6 working days (dependent on severity) |
Our support team operates during normal business hours in Victoria, Australia (AEST/AEDT) and the UK, Monday to Friday, 9am - 5pm, excluding public holidays in these locations.
How we define severity
Issue severity is what determines exactly where in the response windows above an issue lands — Critical and High severity issues get faster treatment; Normal and Low severity issues are still handled at Mentorloop's discretion based on their impact. Here's how we categorize bugs:
| Severity | Description | Examples |
| Critical | The platform is unavailable or a core function is completely broken for all or most users, with no workaround. | Full outage, unable to log in platform-wide, data loss |
| High | A major feature is significantly impaired or unavailable for a large group of users, but the platform is otherwise usable. | Matching engine failing for a whole program, reports not generating |
| Normal | A feature isn't working as expected for a subset of users, and a workaround is usually available. | A specific report field displaying incorrectly, minor workflow issue affecting one program |
| Low | A minor, cosmetic, or edge-case issue with minimal impact on day-to-day use. | Visual/UI glitch, typo, small inconsistency in non-critical screens |
Platform availability
We intend that access to the Mentorloop platform should be available with minimal disruption, but it's possible the application will occasionally be unavailable due to unforeseen server issues, maintenance, or other development activity. Where possible, we'll let clients and users know in advance of scheduled downtime — though it's rare that it occurs: per our internal uptime monitoring, the Mentorloop platform experienced 99.99% uptime in 2025.
How to raise an issue
If you run into a bug or issue, contact your dedicated Customer Success Manager or our support team at support@mentorloop.com with as much detail as possible, including:
- What you were trying to do
- What happened instead
- Steps to reproduce the issue, if known
- Screenshots, if applicable
This helps us investigate and resolve issues as quickly as possible.