Collection: Account & Billing Audience: All Orderful users, administrators, technical contacts
When you submit a support ticket to Orderful, your response time depends on the priority level you select and your support tier. This article covers what to expect for each priority level and how to choose the right one to get the fastest response for your issue.
Response Times by Priority and Support Tier
Orderful provides different response times based on your account's support tier and the priority you assign to your ticket:
Priority | Standard Support | Managed Services | When to Use |
Urgent | 6 hours | 2 hours | Major business disruption — critical operations completely stopped |
High | 8 hours | 4 hours | Business disruption with workarounds available |
Medium | 10 hours | 6 hours | Non-critical document issues or trading partner requests |
Low | 24 hours | 8 hours | General questions and non-urgent requests |
Important: All response times are calculated during business hours only — Monday through Friday, 5:00 AM to 5:00 PM Pacific Time. If you submit a ticket outside business hours, the response timer starts when business hours resume.
If you don't explicitly set a priority when submitting your ticket, it automatically defaults to Low priority with a 24-hour (or 8-hour for Managed Services) response time.
How to Choose the Right Priority Level
Choosing the correct priority ensures your ticket gets routed appropriately and helps Orderful's support team handle the most critical issues first.
🔴 Urgent Priority — Complete Business Stoppage
Use Urgent when your critical EDI operations have stopped completely and you cannot process business-critical transactions:
Complete connectivity failure with a major trading partner causing all document types to fail
Multiple critical transaction types (850 Purchase Orders, 856 Ship Notices, 810 Invoices) failing to the same trading partner
System-wide outage preventing you from sending or receiving any EDI transactions
AS2 connection failures blocking all communication with a key trading partner
Urgent tickets get immediate attention because they represent complete business disruption with no viable workaround.
🟠 High Priority — Significant Impact with Workarounds
Use High when there's serious business impact but you have temporary workarounds or the issue affects non-critical processes:
Single critical transaction type failing (e.g., all 850s to Walmart are erroring, but you can still send other document types)
Multiple non-critical documents failing due to Rules Editor or guideline validation errors
Data transformation issues where transactions are being rejected but you can manually correct and resend
Trading partner connectivity issues affecting secondary partners (not your largest volume partners)
High priority acknowledges serious business impact while recognizing you're not completely blocked.
🟡 Medium Priority — Non-Critical Issues
Use Medium for problems that don't prevent critical business operations but still need resolution:
Non-business-critical document errors (e.g., 997 Functional Acknowledgments not generating properly)
Trading partner requests for guideline changes or new transaction setups
Data mapping questions for upcoming integrations or new document types
Reporting issues or questions about transaction history and analytics
Integration Assistance requests for new API implementations
Medium priority issues are important for smooth operations but don't create immediate business risk.
🟢 Low Priority — General Questions and Training
Use Low for informational requests and non-urgent support needs:
General platform questions about features, navigation, or best practices
Training requests for new team members or advanced features
Non-urgent connectivity migrations with flexible timelines
Documentation requests or clarification on EDI specifications
Proactive consulting on optimization opportunities
Low priority ensures these important but non-urgent requests get proper attention without jumping ahead of critical issues.
When Orderful May Reclassify Your Ticket Priority
Orderful's support team reviews all incoming tickets and may adjust the priority level to ensure critical issues get the fastest response while maintaining fair queue management.
Common reclassifications:
Low to Urgent: A general question ticket that actually describes a complete system outage gets escalated immediately
Urgent to High: An "urgent" ticket that has viable workarounds gets adjusted to High priority
Medium to High: Non-critical document issues that affect multiple trading partners may get elevated
When we reclassify a ticket, you'll receive an email notification explaining the change and the new expected response time. This process ensures the most business-critical issues get immediate attention.
In a recent case, a customer marked a ticket as Low priority asking about "some transaction errors" — but the description revealed their entire AS2 connection to their largest trading partner was down. We immediately escalated it to Urgent and had their connectivity restored within 2 hours.
What Happens After the Initial Response
The response times above refer to the initial response from Orderful support — not full resolution time. Here's what to expect:
Initial response includes:
Acknowledgment that we've received your ticket
Initial assessment of the issue
Request for additional information if needed
Estimated timeline for resolution if it's a straightforward fix
For complex issues requiring investigation:
You'll receive regular updates every 24 hours (or more frequently for Urgent tickets)
Clear communication if we need to escalate to engineering or involve trading partners
Realistic timelines based on the technical complexity
How Your Support Tier Affects Service
Standard Support customers get professional support with the response times listed above during business hours.
Managed Services customers receive:
Faster response times across all priority levels
Extended support hours with some after-hours coverage for Urgent issues
Proactive monitoring that often identifies and resolves issues before you notice them
Dedicated support resources familiar with your specific integration setup
If you're interested in upgrading to Managed Services, contact your account manager or mention it in your next support ticket.
What to Include When Submitting Your Ticket
To get the fastest resolution, include this information when contacting [email protected]:
Clear priority level (Urgent, High, Medium, or Low) based on the guidelines above
Transaction IDs or BP IDs for any failed transactions
Trading partner name and ISA IDs if the issue is partner-specific
Error messages copied exactly as they appear
Business impact — how many transactions are affected and over what time period
Any troubleshooting steps you've already tried
Frequently Asked Questions
What happens if I submit an Urgent ticket outside business hours?
Managed Services customers may receive after-hours response for true emergencies. Standard Support customers will receive a response when business hours resume, but the Urgent priority ensures you're first in queue.
Can I change my ticket priority after submitting it?
Yes — reply to your ticket email or contact [email protected] with your ticket number and request a priority change. Include justification for why the priority should be adjusted.
My issue seems to fit multiple priority levels. Which should I choose?
When in doubt, choose the higher priority level and explain your reasoning in the ticket description. It's better to err on the side of urgency for genuine business impact — Orderful will adjust if needed.
Do weekends and holidays affect response times?
Yes — response times are calculated only during business hours (Monday-Friday, 5 AM to 5 PM Pacific). A ticket submitted Friday evening won't start its response timer until Monday morning.
What if my trading partner is pressuring me for an immediate fix?
Include this context in your ticket and choose the priority level based on actual business impact. Trading partner pressure alone doesn't warrant Urgent priority unless there's genuine business disruption, but it's helpful context for our support team.