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).
Severity Classification
|
Severity Level |
Description |
SLA
|
|
Severity Level 1 |
Production site outage with severe business impact (e.g. storefront is down, customers cannot check out, security breaches) |
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 (e.g. new product can not be imported, cannot search for product) |
Regular business hours apply Response within 4 business hours (GMT and PST) |
|
Severity Level 3 |
Non-production environment issues, minor problems that cause minimal disruption (e.g. an issue in a development environment or there is a viable workaround) |
Regular business hours apply Response within 1 business day (GMT and PST) |
Support Process
Once a new ticket is received is received it will be processing as follows:
- Ticket is triaged and a response will be provided based on the severity
- The Support team will begin their investigation by collecting as much information as possible (error logs, reproduction steps etc)
- 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 work around 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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