The typical help desk reporting and problem resolution guarantees we offer are ranked by severity level. We assign severity level and response and resolution times according to their impact on customers.
Priority 1 calls
Emergencies or critical situations, such as “system stopped,” where the ClearSale system is continuously crashing or nonoperational and affects the production environment. In these instances, the time to start service in response to the call is one hour or less.
Priority 2 calls
For high-impact situations associated with the operation of the ClearSale system, the time to start service in response to the call is four hours or less.
Priority 3 calls
When there’s limited impact or intermittent technical problems, the time to start service in response to the call is one business day or less.
Priority 4 calls
When the issue involves questions on how to use or implement the ClearSale system, the time to start service in response to the call is two business days or less.
Related Topics
Ecommerce Platforms and Integrations