Support Levels

At Pipe17 we offer two support levels: Standard and Enterprise Support. Enterprise Support is included in our Enterprise plan, but can also be included as an add-on to any other Pipe17 plan.

In this article

Standard Support

Included on all plans.

Who is it for?

The Standard Support offering is perfect if you:

  • Have straightforward implementation requirements, which are possible self-service
  • Are willing and able to use the Pipe17 Help Center to set up your Pipe17 account
  • Want setup help from our support team via email & support self-help portal
  • Do not require feature enhancements or any custom work

What do you get with Standard Support?

  • 24 hour standard reply time to support requests
  • 12 hour reply time for high priority issues
  • Email/portal support and access to our self-help articles

Issue priority/impact can be indicated when you submit a support request via our Support Request Form. If you submit a request over direct email, it will be treated as a standard priority request.

 

SLAs apply during standard business hours from 6am PT to 6pm PT.

 

What does it not get you?

  • Support via any channel other than email

 

Configuration Support

Who is it for?

Configuration Support is suitable for customers with slightly more complex requirements during onboarding:

  • Ideal if working with a single connector
  • Implementation requirements that are not possible without the help of an onboarding specialist and/or the development team.
  • Advanced requirements around order routing and bundling - review our documentation on order routing and bundles to determine the complexity of your needs for these features
  • You may not want to, or not have the time to, set up your own Pipe17 account

What do you get in Configuration Support?

  • Everything in Standard Support
  • 24 hour reply time for normal priority questions
  • 8 hour reply time for high priority issues
  • 4 hour reply time for urgent priority issues (major service disruptions)
  • Regular updates on open support/engineering issues, cadence according to issue impact level
  • Onboarding assistance (may include none, some, or all of the below):
    • Setup calls & direct emails with a dedicated Pipe17 Onboarding Specialist
    • Custom development by the Pipe17 engineering team
    • Handoff/training calls at completion of initial setup
  • Operational assistance (may include none, some, or all of the below):
    • Prioritized email support with the Support Team
    • Additional contact channels such as Zoom & phone calls
    • Help troubleshooting third-party accounts when necessary
Configuration Support is available for 30 days

 

Enterprise Support

Included on Enterprise plan, available as an add-on to all other plans as Configuration Support

Who is it for?

Enterprise Support is suitable for customers with slightly more complex requirements on a day to day, such as:

  • You are working with more than a single connector
  • Implementation requirements that are not possible without the help of an onboarding specialist and/or the development team, such as ERP configuration
  • Advanced requirements around order routing and bundling - review our documentation on order routing and bundles to determine the complexity of your needs for these features
  • You may not want to, or not have the time to, set up your own Pipe17 account

What do you get with Enterprise Support?

  • Everything in Standard & Configuration Support
  • 3 Connector Configuration Support with Pipe17 Customers Success Manager annually
  • Provide inputs on Pipe17 roadmap
SLAs apply during standard business hours from 6am PT to 6pm PT.

 

If you're interested in changing your Pipe17 support levels, reach out to our Support Team and we'll be happy to help you determine your support needs!

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