{"title":"Support service response times","slug":"support-service-response-times","url":"https://support.storeconnect.com/articles/support-service-response-times","url_markdown":"https://support.storeconnect.com/articles/support-service-response-times.md","subtitle":null,"summary":"Support priority levels and target resolution times: Critical issues within 1-3 business days by plan, High within 1-2 weeks, and Medium/Low without explicit SLAs. Accelerated Development is available for feature requests.","type":"Help_Documentation","video_url":"","keywords":"support response times, sla, service level agreement, priority levels, critical priority, high priority, bug reporting, issue resolution, support tickets, accelerated development, store downtime, support plans","last_modified":"2026-08-21T07:12:35+0000","body_markdown":"StoreConnect aims to make sure your store is always available and ready for customers to buy and transact.\n \nLike all complex software, things can occasionally go wrong with StoreConnect. With our shared success pricing model, we are just as motivated as you to resolve issues as quickly as possible because your loss is also our loss.\n\nHere's the timing and priority levels depending on your plan.\n\n| Priority | Flagship | Emporium | Boutique | Pop-Up |\n| --- | --- | --- | --- | --- |\n| Critical | 1 business day | 2 business days | 3 business days | 3 business days |\n| High | 1 week | 1 week | 2 weeks | 2 weeks |\n| Medium | No explicit SLA | No explicit SLA | No explicit SLA | No explicit SLA |\n| Low / Feature requests | No explicit SLA | No explicit SLA | No explicit SLA | No explicit SLA |\n\nSee the sections below for what qualifies as each priority level.\n\n## Critical priority\n\nCritical cases are our highest priority and we work on these ahead of all other tickets.\n\n-   Store is completely unavailable or down\n-   Major failure of payment processing preventing majority of customers from purchasing\n-   Products being listed with incorrect pricing\n-   Errors that could create a legal liability for your or your customers\n-   Errors that are severely disrupting your business\n-   Other issues causing significant distruptions for your store\n\n## High priority - 1 week\n\nHigh priority cases are those that are significantly impacting the customer’s business, but do not fall into the critical priority. For example:\n\n-   Payment gateways having errors for some customers but not all\n-   Intermittent site loading issues or failures to show the site\n-   Site issues showing stale or incorrect data that is not critical to the operation of the business\n-   Critical issues for which there is a work around\n\n## Medium priority\n\nMedium priority cases are those that are not high or critical priority. For example:\n\n-   Training\n-   Provisioning of new stores or services\n-   Guidance on complex feature implementation\n-   Minor site issues that need resolving\n\nWe do not have an explicit service level target for medium priority cases.\n\n## Low priority / feature requests\n\nLow 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. \n\nIf you urgently need a feature, consider finding a [StoreConnect partner](https://storeconnect.com/partners) for accelerated development services.\n\n## Monitoring and disclaimer\n\nStoreConnect 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. \n\nIf you experience an issue with your store, immediately raise a case via the [support portal](storeconnect-support) so we can get you up and running again."}