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
• Enterprise Support
• Configuration Support
• Premium Support
• Priority Levels

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?

• SLAs (FRT):

  • Urgent Priority Tickets: 6 business hours

  • High Priority Tickets: 10 business hours

  • Normal Priority Tickets: 16 business hours

  • Low Priority Tickets: 24 business hours

• 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
• Note:

  Assistance with feature requests or custom work (e.g., new mappings) may be included depending on our product roadmap and prioritization by the product team. These requests do not have a specific SLA and are addressed based on their alignment with our development priorities.

Enterprise Support

Available as part of the Enterprise Support package, this offering is tailored for customers with more complex requirements, providing additional support features and enhanced flexibility to meet their unique needs.

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?

• SLAs (FRT)

  • Urgent Priority Tickets: 4 business hours.

  • High Priority Tickets: 8 business hours.

  • Normal Priority Tickets: 12 business hours.

  • Low Priority Tickets: 24 business hours.

  • Note: These SLAs apply during business hours (6 AM PT to 6 PM PT).

• Support Channels:

  • Email/portal support with guaranteed SLAs.

  • Slack channel (optional): Available for speeding up communication when necessary.

    • Note: The Slack channel is not a replacement for the support ticketing system and does not have a specific SLA. While the Support Engineer (SE) and Solution Architect (SA) teams will strive to respond promptly, there is no commitment to a defined response time/SLA.

• Advanced Assistance:

  • Access to the Solution Architect (SA) team for assistance with new configurations and customizations. The number of allocated SA hours per year is defined in the subscription plan and may vary based on customer needs.  Examples:

    • System Setup: Assistance with configurations to align Pipe17 with your operational workflows.

    • Integration Support: Custom setup for connectors included in your subscription, such as ERPs, marketplaces, or 3PLs, to ensure seamless data flow. Note: If a new connector that is not part of your current subscription is required, this will be treated as a separate project. The new connector will need to be quoted, and an onboarding process will be scoped and priced accordingly

    • Workflow Optimization: Adapting automation rules, order routing, and inventory sync to meet your unique business needs.

    • Custom Field Mapping: Adjustments to data mappings for compatibility with your systems, including adding or modifying custom fields.

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.

 

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!

 

Configuration Support

Who is it for?

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

• Are a new customer requiring support with onboarding and configuring your Pipe17 setup.

• Need to implement changes in an existing setup, such as adding new sales channels, replacing systems (e.g., ERPs), or enabling advanced workflows.

• Require personalized guidance and execution for implementing new features or customizations.

• deal 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?

Tailored Implementation:

• • • Support with setting up and customizing specific connectors and workflows based on your business use case.

    • Online calls and offline work by Solution Architects to execute the required configurations.

Communication Channels:

• Communication can be conducted via a ticketing system, email, or Slack, depending on the agreement with each customer.

• The entire project is managed through Asana, providing clear visibility into the project plan, progress, and timelines.

What does Configuration Support not include?

• Fixing bugs or resolving incidents (these are handled through standard or enterprise support).

• Fixed SLAs for response or completion times—timelines depend on the specific customer agreement and project scope.

Additional Information

Configuration Support focuses on new implementations and customizations rather than maintenance or issue resolution. Each project is unique and tailored to the customer’s needs, ensuring a seamless implementation of features that support business growth and adaptability.

 

The configuration support service will be available according to the quote made in the subscription.

 

Premium Support

Available as an add-on, Premium Support is designed for businesses that require 24/7 support coverage with the fastest response times for critical issues. This offering ensures that urgent matters are addressed promptly, minimizing operational disruptions.

Who is it for?

Premium Support is suitable for customers who:

• Require 24/7 support availability, including weekends and holidays.
• Operate in mission-critical environments where downtime directly impacts revenue.
• Need the fastest SLAs to ensure minimal delays in issue resolution.
• Expect high-touch, priority service beyond standard business hours.

What do you get in Configuration Support?

SLAs (First Response Time):

• Urgent Priority Tickets: 30 minutes
• High Priority Tickets: 12 hours
• Normal & Low Priority Tickets: 3 days

Support Channels:

• 24/7 availability through email and support portal.
• Option to escalate critical issues through dedicated channels (to be determined upon sign-up).

What does Premium Support not include?

• Custom development work or new feature implementations.
• Configuration assistance (covered under Configuration Support).

Additional Information

Premium Support is an add-on service with an additional charge. If you are interested in upgrading to Premium Support, please contact your Pipe17 Account Manager or Sales Team for pricing and subscription details.

 

Priority Levels

LOW Priority

• Description:
  Minor problems that do not affect operations. General inquiries about product usage or application capabilities.

• Examples:

  • How to use a specific feature.
  • Assistance with setting up non-critical features.
  • Clarification about a non-urgent configuration setting.
  • Questions about exception messages.
  • Guidance on creating a new mapping.

NORMAL Priority

• Description:
  Minor functional issues that do not significantly impact operations. Includes configuration or change requests with normal business impact. A workaround is available.

• Examples:

  • Minor discrepancies in inventory levels not affecting order fulfillment.
  • Enhancement requests to improve workflow efficiency.
  • Modifications to custom mappings in an included connector.
  • Minor UI layout issues that do not hinder usability.

HIGH Priority

• Description:
  Major functional loss that impedes operations. Temporary workarounds may be available, allowing limited operations.

• Examples:

  • Orders delayed due to processing errors but manually correctable.
  • Data synchronization delays between sales channels and ERP, affecting real-time inventory tracking.
  • Part of the system is unresponsive, but critical functions are still accessible.

URGENT Priority

• Description:
  Critical business impact with no workaround available. Includes application outages, severe data integrity issues, or security breaches.

• Examples:

  • Complete application outage preventing sales orders from processing.
  • Data corruption affecting order information with no recovery method.
  • Severe system performance issues rendering the application unusable