Amplifier’s response times and level of support provided are subject to your Support Plan, and its associated service level objectives (SLOs). Response times from our General Support Team, Account Managers, and Client Success teams depend on the inquiry's categorization within the Support Priority Levels and the priority level you indicate when you submit your request to Amplifier.
Inquiries are prioritized based on the following Support Priority Level categories:
P3 - General Issue
Platform use questions
Custom integrations
Freight estimates
Supplier onboarding or management support
Custom reporting requests
P2 - Business Daily
Order status inquiries
Order edits/cancellations
Operations prioritization
ASN status or expediting support
Special Handling instructions
B2B Order management
Backorder management support
Carrier Claims
P1 - Business Critical
Issue prevents sales
Issue prevents order data conveyance
Shipments cannot be processed
VIP Order Management