Shippit Support Overview

Support provided by Shippit is categorised by:

  • Delivery Support
  • Platform Support

Delivery Support

This includes enquiries related to pick-up, delivery, billing, Transit Protection and carrier-provided insurance and are handled by our Delivery Support Team.

Platform Support

This includes all other technical enquiries relating to the Shippit app, API and integrations and are handled by our Platform Support team.

 

Service Levels for Delivery Support

You can see a full overview of these targets here.

 

Service Levels for Platform Support

Due to the complex nature of technical enquiries, response times for Platform Support incidents are based on the severity of an incident. The following table outlines Shippit’s Severity Levels and relevant response times.

Severity Level Description First Response Service Level Resolution Service Level

Severity 1

(Urgent)

CRITICAL FAULT - Whole system is unavailable / unusable causing a major business impact, potentially also impacting customers.

1 Business Hour 4 Business Hours

Severity 2

(High)

SEVERE FAULT - A major component failure affecting operations and ancillary systems, with potential to impact a significant number of customers. 8 Business Hours 2 Business Days

Severity 3

(Normal)

ROUTINE FAULT - Incident causing inconvenience, not immediately critical. 2 Business Days 5 Business Days

Severity 4

(Low)

REQUEST FOR ENHANCEMENT 5 Business Days Resolution will depend on the size of the change requested. Target 5 days to respond with next steps.

NOTES

  • Business hours are 9am - 6pm, Monday to Friday.
  • For clarity, Service Level (Resolution) times are for indicative purposes only. Actual issue resolution times may vary depending on the complexity and various touchpoints involved (e.g. third party systems).

 

The below table illustrates examples of incidents for various Severity levels:

Severity Level Example
Severity 1
(Urgent)
  • The Shippit app is unavailable or there is a system outage
  • All users of a company are unable to access the Shippit App
  • Quoting/order syncing/labelling/booking is failing for all, or the majority of orders for multiple users/multiple Store accounts
Severity 2
(High)
  • An existing user is unable to access a specific Store or Company account
  • All users of specific Store are unable to access specific Settings or page that was previously working • Configuration updates for Enterprise accounts (excludes rate card/serviceability file updates)
  • Multiple orders failing to quote/sync/label/book for Enterprise accounts (e.g. $0 quotes, orders stuck in processing or invalidated orders)
  • Manifest failures
  • Investigation for historical failed quote/sync/label/book issues for Enterprise accounts
  • Bulk action request across multiple Stores accounts (e.g. enable/disable particular courier, or update status of multiple orders for Enterprise accounts)
  • Existing eCommerce platform integration that has stopped syncing/fulfilling orders
  • Go-Live issues for Enterprise accounts
Severity 3
(Normal)
  • Request for User audit to determine historical actions
  • Email/SMS notification missing for specific orders
  • Configuration updates for non-Enterprise accounts (excludes rate card/serviceability file updates
  • Quoting/tracking discrepancies
  • New user onboarding issues/assistance
  • Orders failing to quote/sync/label/book for non-Enterprise accounts (e.g. $0 quotes, orders stuck in processing or invalidated orders)
  • Set up Custom Reporting or Custom Notifications
  • Creating new Stores or Users
  • Request to downgrade and upgrade subscriptions
Severity 4
(Low)
  • General enquiries (e.g. How to use Shippit) • Updating product code details
  • New feature requests
  • Rate card/serviceability file updates

NOTES

  • Business hours are 9am - 6pm, Monday to Friday.
  • For clarity, Service Level (Resolution) values are for indicative purposes only. Actual issue resolution may vary depending on the complexity and various touchpoints involved (e.g. third party systems).

 

Shippit Status Page

Shippit has a Status Page to notify and update our customers on major incidents such as System Outages, Service Disruptions, Degraded Performance Levels and Planned Maintenance. Subscribe to our Status Page updates by clicking on the SUBSCRIBE button.

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Zendesk Portal

For one central view of your tickets with our Support Team you can access your own Support Portal, powered by Zendesk. You can easily track the status, view, edit or update the ticket via the portal. For instructions on how to set this up, click here.

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Key Contacts

If you are a Shippit Channel Partner, you can also reach out to our Channel Sales and Partner- ships Manager at channelpartner@shippit.com

Description Level Contact

Support Hotline

(Business Hours)

Helpdesk

 

 

 

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