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Composable Commerce
System Status: Checking current status…
More detailsSite outage?
If you require technical support, create a support ticket with the appropriate severity / urgency level. Severity 1 issues are supported 24/7.
How to create a support ticket
- Navigate to Ticket Creation Form To access this area, you must click the "New Support Request" button in the header of this page, next to the profile icon. If you don’t have an account or have issues signing in, contact our support team at the following address - access@elasticpath.com.
- Choose the product or service. Select Composable Commerce (Cloud Platform), Self-Managed Commerce (Self Hosted) or Self-Managed Commerce (EP Hosted) so your request reaches the right team.
- Choose the right severity. Severity sets the response target, so pick the level that matches the business impact.
- Production outage out of hours? Check system status for a known incident, then submit a ticket with Urgency set to Critical Issue – One or more systems are down. This alerts the on-call team. Lead with the impact (what’s down, since when, affected stores and regions) and keep replying on the same ticket.
Severity classification
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Severity 1
Production site outage with severe business impact
24/7 support · Response within 20 mins
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Severity 2
Production site issue that negatively impacts the business
Business hours · Response within 4 business hours
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Severity 3
Non-production environment issues, or minor problems with minimal business impact
Business hours · Response within 1 business day
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Severity 4
Request for information, guidance or product feedback. Nothing is broken
Business hours · Response within 1 business day
Business hours are Monday to Friday, 9am–5pm GMT and 9am–5pm PST (excluding holidays). See after hours support.
Full severity definitions, examples and SLAs