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Support Plans: Response Times and How Inquiries Are Prioritized
Support Plans: Response Times and How Inquiries Are Prioritized
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Written by Amplifier
Updated over a week ago

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

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