P1 / P2 / P3 Commercial Incident Response Protocol
We recognize that commercial restaurant kitchen downtime means lost revenue. Glead operates a structured three-tier response protocol for all international warranty claims.
| Severity Level | Incident Definition | Factory Response SLA | Resolution Action |
|---|---|---|---|
| P1 Critical | Machine inoperative (compressor failure, heating open circuit) | Within 2 Hours | Immediate DHL Express component dispatch + local tech video diagnosis |
| P2 Operational | Degraded function (door gasket worn, probe drift, display error) | Within 6 Hours | Air-freight replacement parts + calibration guidance |
| P3 Cosmetic | Minor surface scratch or accessory request | Within 24 Hours | Consolidated in next spare shipment or sea cargo |