Critical

Your business has experienced a significant loss of services, requiring immediate attention.

• Complete loss of service
  The platform is inaccessible, disrupting all services and functionality.
  
  
• Unavailability of critical feature
  A crucial feature is not functioning, and there is no alternative solution available. 
  eg: Unable to track shipments
  
• Service is down for all users
  Service provided is not accessible to any users.
  
  
• Confidentiality or privacy breach
  A breach in confidentiality or privacy has occurred, potentially compromising sensitive data.
  
  
• Data loss
  Critical data or records have been permanently lost.
  eg: A missing live order
  
  
• Issue blocking operations
  An issue is hindering normal business operations, causing significant disruptions.
  eg: A group of drivers stuck on one window and are unable to complete their jobs on the mobile app.
  or
  All shipments milestones data doesn't sync in Order, Shipment and Customer Portal.

High

A loss or degradation of services, but your organization can still function.

• A service is unavailable for some users
  eg: A driver cannot log in on the driver app. SyntaxError: Unrecognized token

• Main/Often used functionality is significantly impacted.
  eg: Error 401:Unauthorized - For LE/GE

• Includes intermittent issues and reduced quality of service. A workaround may be available.

• A critical function within a system is not functioning for some users.

Medium

Small impact on your business.

General Issues

Let us know how we can be of help!

• Questions
• Feedback
  (platform, features & services)
  > Suggest an enhancement for a  feature
  > Feedback on new feature
• Need to connect with someone.
  > Training request