Commerceup Enterprise Level Support
Guidelines
As a Commerceup Platform customer, you have access to a team of support specialists and account managers.
We're available to help at any time by email or telephone, but please remember that after-hours support is reserved for C1 or "System Down" issues. C1 issues are situations where (1) multiple users are unable to access the interface or (2) reports show no data. Before submitting a C1 issue, check to see if the issue has already been reported by team.
Should you require assistance with such a C1 issue outside of normal business hours (10:00 am to 6:00 pm IST, Monday to Friday, except on holidays), please use "C1" in the subject line of your email. We'll respond within two hours. Refer to the following table for information on the various support options and priority levels

Priority levels

Priority
Subject Line
Guidelines for Use
Estimated Response Times
C1, Critical Priority
"C1" or "System Down"
Your customers are not able to access website or apps.
Your customers are not able to make any transactions.
Your reports are not showing data, or the interface is unavailable to multiple users.
Initial target response: Two (2) hours after ticket submission. Target resolution or workaround: Priority reduced to C2 within 2-6 hours.
C2, High Priority
"C2"
Customer journey on online store and reporting are working, but other functions are not which are important for business and impacting the sales directly.
Initial target response: Eight (8) hours from ticket submission. Target resolution or workaround: Within seventy-two (72) hours.
C3, Normal Priority
"C3"
Standard functionality issues which is already been delivered or in the system.
UI and Design Issues on website
Initial target response: Within 1 business day via email. Target resolution or workaround: Within five (5) business days.
Apps submission will take extra 2 days.
C4, Low Priority
"C4"
Minor issues with your system. Product enhancement or feature requests.
Initial target response: Within two (2) business days via email; updates provided as necessary. Target resolution or workaround: Within five (5) to ten (10) business days or depending on feature request and given timelines via commerceup support team.
Target resolution times are goals. Depending on the volume and severity of tickets submitted, response times and time to resolution may vary. Occasionally, an issue may need to be escalated to our engineering team. In such cases, it may take more time to resolve the issue.
FOR ACCOUNT MANAGERS : Please follow jira guidelines to create issues and tasks accordingly.
Last modified 3mo ago
Copy link