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Support Process, Case Severity and SLAs

Sympathy Dzingirai
Updated

Elastic Path Support

Our Support team is available to assist with any questions, issues or security concerns regarding all Elastic Path products. We will provide best effort assistance with product customizations. For additional assistance with customizations we will refer you to our Professional Services team.

You can submit a new support request or view your existing tickets on the Support Portal.

Elastic Path business hours are Monday to Friday 9am to 5pm GMT, and 9am to 5pm PST (excluding holidays).

Service status and incidents: status.elasticpath.com

Ticket Severity Classification

Severity Level

Definition

Examples

 

SLA

 
Severity Level 1 Production site outage with severe business impact
  • Storefront is down
  • Customers cannot check out
  • Admin or customer tokens are not being provisioned
  • Shopper Catalog or Price Books APIs are down.
  • Products or prices not appearing in the storefront
  • Security breach
  • 24/7 Support on Severity 1 issues.
  • Response within 20 mins after being notified
Severity Level 2 Production site issue that negatively impacts the business 
  • Catalog publishes failing, or not showing up in production
  • Product import jobs failing. New products cannot be imported
  • Customers cannot search for products
  • Promotions not applying at checkout
  • Webhooks or integrations not firing, which delays order fulfillment
  • Commerce Manager issues preventing merchandisers from managing catalogs, promotions, orders etc
  • High API error rates, slow responses
  • Visual Builder or Content Management System editor unavailable
  • Addressed during regular business hours
  • Response within 4 business hours (GMT and PST)
Severity Level 3

- Non-production environment issues. 

- Minor issues with minimal business impact
  • API errors or unexpected behavior in a sandbox, development or staging store
  • A Commerce Manager display or filtering issue with an API workaround
  • Intermittent webhook delays that do not block orders
  • SDK or CLI errors in a local build
  • Addressed during regular business hours
  • Response within 1 business day (GMT and PST)

 

Severity Level 4

 

- Nothing is broken, shoppers not affected;

- General feedback

 
  • Request for more information
  • Feature requests or product suggestions
  • Questions or feedback related to documentation, release notes, rate limits, supported technologies etc
  • Addressed during regular business hours
  • Response within 1 business day (GMT and PST)

 

Support Process

Once a new ticket is received it will be processed as follows: 

  1. Ticket is 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 (e.g., error logs, reproduction steps, etc.)
  3. The Support team will work towards resolution, and involve external teams as needed (e.g. engineering team, customer success, etc.)

After Hours Support

Outside of our regular business hours (noted above), if you have an issue with severe business impact, be sure to submit your support request with Urgency > Critical Issue - One or more systems are down. This will alert our on-call Support team to look at the issue right away. All other lower severity cases will be handled during regular business hours.

Note: 
If you have an existing Severity 1 ticket open we will keep working on it urgently until there is a workaround or a full resolution. Once the initial Severity 1 issue is resolved, further replies on that ticket will be responded to within business hours. If the issue resurfaces or a different issue comes up, you must submit a new ticket with the appropriate urgency setting.

 

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