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Support Case Severity, SLA, and Process

Sympathy Dzingirai
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Elastic Path Support

Our Support team is available to assist with any questions or concerns regarding Elastic Path's codebase. We will provide best effort assistance with product customizations. For additional assistance with accelerators or customizations we will refer you to our Professional Services team.

You can submit a Support request or view your existing tickets on the Support Portal, or contact us by phone at +1-604-408-8078.

Elastic Path business hours are Monday-Friday 9am to 5pm GMT and 9am to 5pm Pacific Time.

 

Severity Classification 

 

Severity Level

Description

SLA

 

Severity Level 1

Production site outage with severe business impact (e.g. storefront is down, customers can’t check out)

24/7 Support on Severity 1 issues.

Respond within 20 mins after being notified

Severity Level 2

Production site issue that negatively impacts the business (e.g. new product can not be imported, can’t search for product)

Regular business hours apply

EP Support will respond within 4 business hours (GMT and PT)

Severity Level 3

Non-production environment issues, minor problems that cause minimal disruption (e.g. an issue in a development environment or with a viable workaround)

Regular business hours apply

EP Support will respond within 24 business hours (GMT and PT)

 

 

Support Process

If a case is submitted to the case queue, here are the steps the Support team takes to handle it:

  1. Each case will be triaged and a response will be provided based on the severity
  2. The Support team will begin their investigation by collecting as much information as possible (ie. error log file, version of product, steps to produce the issue, thread dumps, etc.) 
  3. Based on the information provided, the Support team will then work to find and fix the issue

If a Product Bug is Reported

If the case is related to a product bug, here are the steps the Support team will take to handle it:

  1. The Support team will gather as much information that's related to the case as possible (ie. error logs, system configuration, steps to reproduce the problem, etc.)
  2. Support team will try to reproduce the issue in the same environment or version as the customer
  3. If the Support team can reproduce the issue successfully, an internal ticket will be created for our engineering team
  4. The Product team and the Support team will coordinate release of a fix in a future release of the product. 

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