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 Pipe17 feature enhancements or any custom work by the Pipe17 development team
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. |
What does it not get you?
- Dedicated implementation/project manager during setup
- A specific, named point of contact within Pipe17
- 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 low priority questions
- 12 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
- Continued access to a dedicated Pipe17 Customer Success Manager
- 3 Connector Configuration Support
- Dedicated point of contact
| SLAs apply during standard business hours. |
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!