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