Unific’s technical support team uses the following criteria for determining a new ticket's priority level:
- Customers on a prepaid Annual Plan
- Customers with a Technical Support Addon
- Issues with a "Critical" severity (For example a complete loss of service for multiple customers at once on production stores)
- Degraded service for multiple customers at once on production stores
- Response time: Same day support on business days
- Customers on one or more Monthly Paid Plans
- Degraded Service - The data sync affecting only a few customers' production connections. The service is still functioning but in a degraded state.
- Installation issues on production connections
- Integration issues on production connections
- Difficulty connecting your cart or marketing platform to Unific (included for customers of all plan types)
- Response time: 3 - 5 business days
- Customers on Free plan:
- Assistance for connection issues for customers on any free plan will get resolved as quickly as possible (as long as the shopping cart and marketing platform setup are standard)
- If there are issues unrelated to connection issues, free plan customers must upgrade to a paid plan to get additional support.
- General issues include:
- Product questions
- Feature requests
- Issues where a workaround may be available.
- Response time: 5 - 7 business days
- Unific's Business Hours are Monday to Friday, between 9 am to 5 pm in the US Eastern (EST) time zone
- Medium-priority and low-priority tickets created during non-business hours and/or national holidays will be responded to in the next business day during the business hours defined above
- High-priority tickets with critical severity will be answered as soon as they are seen by Unific staff
- High-priority tickets with medium and low severity will be answered during business hours
- Since Unific integrates with your shopping cart and email marketing platform, Unific may require more time to coordinate with the support teams of third parties during their business hours.
Critical: This indicates a complete shut-down of the system, nothing can proceed further
Example: Production systems are down affecting multiple Unific customers at once
Degraded: This indicates the system is still functional but produces undesirable behavior
Example Integration issues affecting a single platform that cause only customers for that platform to experience unexpected problems.
Mild: This indicates the system is still functioning for all customers and there's no major breakdown