Standard Support (Service-Level Agreement)

The following table outlines our Standard Support Service-Level Agreement included in all plans.

Click here for the Priority Support Service-Level Agreement.

Severity Example Response Time Resolution time
Critical A customer can't access the platform. 1h Max. resolution time: 4h | Average resolution time: 10'
Serious A customer can't add products. 1h Max. resolution time: 12h | Average resolution time: 1h
Moderate An issue with the API for a specific customer. 24h Max. resolution time: 36h | Average resolution time: 12h
Low priority Information displaying incorrectly in specific browsers. 48h Max. resolution time: 5d | Average resolution time: 5d

Notes:

  1. Our server is monitored 24/7.
  2. When updates are completed, we always ensure that we will be available for the next 6h to resolve issues as quickly as possible.
  3. Email Support is available from 8 am to 11 pm in all our time zones.
  4. Our time zones are as follows: EST/EDT (US & Canada), BST (UK), EET (Greece), and NZST (New Zealand).

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