Support service response times
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Every support case has a priority, and the priority and your plan set how quickly StoreConnect aims to respond. Use the definitions below to choose the right priority when you log a case, and the table to know when to expect a response.
With the shared success pricing model, StoreConnect is as motivated as you are to resolve an issue quickly, because your loss is also our loss.
The table shows the target response time for each priority on each plan.
| Priority | Flagship | Emporium | Boutique |
|---|---|---|---|
| Critical | 1 business day | 2 business days | 3 business days |
| High | 1 week | 1 week | 2 weeks |
| Medium | No explicit SLA | No explicit SLA | No explicit SLA |
| Low / Feature requests | No explicit SLA | No explicit SLA | No explicit SLA |
Where your order form, or the terms and conditions you signed, set different targets, those apply instead.
See the sections below for what qualifies as each priority level.
Critical priority
Critical cases are our highest priority and we work on these ahead of all other tickets.
- Store is completely unavailable or down
- Major failure of payment processing preventing majority of customers from purchasing
- Products being listed with incorrect pricing
- Errors that could create a legal liability for you or your customers
- Errors that are severely disrupting your business
- Other issues causing significant disruptions for your store
High priority
High priority cases are those that are significantly impacting your business, but do not fall into the critical priority. For example:
- Payment gateways having errors for some customers but not all
- Intermittent site loading issues or failures to show the site
- Site issues showing stale or incorrect data that is not critical to the operation of the business
- Critical issues for which there is a workaround
Medium priority
Medium priority cases are those that are not high or critical priority. For example:
- Training
- Provisioning of new stores or services
- Guidance on complex feature implementation
- Minor site issues that need resolving
We do not have an explicit service level target for medium priority cases.
Low priority / feature requests
Low priority tickets are things that you want to let us know about, but are not urgent. This might include minor bugs, feature requests, and suggestions for enhancement. Low priority tickets do not have an explicit service level.
If you urgently need a feature, consider finding a StoreConnect partner for accelerated development services.
Monitoring and disclaimer
StoreConnect monitors all stores once they are live. We monitor for store availability and issues that can arise with synchronizing data between Salesforce and stores. We debug and handle issues that arise, however, automated monitoring solutions are never 100% effective.
If you experience an issue with your store, immediately raise a case via the support portal so we can get you up and running again.
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