Fynd Partners Support
Fynd offers technical support to assist partners in resolving issues encountered on the Fynd Partners platform. These issues may vary ranging from configuration challenges to infrastructure-level concerns.
To handle this effectively, Fynd follows a multi-tiered support model, where each tier (level) addresses a specific category of issues based on their complexity and urgency. This structure ensures that every query is routed to the appropriate level of expertise, leading to quicker and more accurate resolutions.
Implementing such a tiered approach optimizes internal support workflows and enhances the partner experience by reducing resolution times and preventing unnecessary escalations.
This page explains the different support tiers and severity levels, including their scope, response times, and escalation paths.
Types of Support
Fynd Partners provides multiple layers of support to assist partners based on the nature and urgency of the issue. The recommended flow of seeking support is as follows:
1. Copilot Bot
Begin with our AI-powered Copilot for instant assistance with commonly asked questions, configuration steps, and troubleshooting tips.
2. Slack Channel Support
A dedicated Slack channel is provided during the initial onboarding phase. Use this channel to receive real-time responses from our onboarding support team.
3. Create a Support Ticket
For issues that require technical investigation or cannot be resolved via Copilot or Slack, raise a support ticket through the Fynd Partner panel. When creating a ticket, you’ll be prompted to select a severity level.
Refer to the Severity and Priority Categorization section for definitions, examples, and SLA timelines.
4. Partners Solution Call
For architectural discussions, platform issues, or advanced support requirements, partners can schedule a solution call. During such calls, queries are addressed according to the Support Structure and Tiers to ensure the right level of escalation and ownership.
Severity and Priority Categorization
| Severity | Definition | Examples | SLA Response Time | SLA Resolution Time |
|---|---|---|---|---|
| P1 (Critical) | Major outage affecting all users; business operations are halted | Site down, login failure, API unresponsive, payment gateway failure, security breach | 15 minutes | 1 hour mitigation, 4 hours resolution |
| P2 (High) | Severe issue affecting core business functions but not fully down | Order processing delays, store sync failures, partial payment gateway issues | 30 minutes | 4 hours mitigation, 8 hours resolution |
| P3 (Medium) | Non-critical issues affecting a subset of users; workaround is available | Minor UI issues, report generation failures, delayed notifications | 1 hour | 24 hours resolution |
| P4 (Low) | Low-impact issues or feature requests with no significant business disruption | General queries, minor UX fixes, configuration requests | 4 hours | 72 hours resolution |
Support Structure and Tiers
Support Tiers refers to organizing your support team into different levels based on their levels of expertise to effectively handle incoming support issues.
| Support Tier | Scope of Responsibilities | Availability | Escalation Path |
|---|---|---|---|
| Level 0 (L0) Support | Automated monitoring, critical issues | 24×7 | Escalates to L1 based on predefined alert thresholds |
| Level 1 (L1) Support / Support Agents | Non-Technical Issues: Basic troubleshooting, user queries, configuration support, FAQs | 16×7 (Peak Hours: 8 AM – 12 AM) | Escalates to L2 if not resolved within SLA timeframes |
| Level 2 (L2) Support / Prod Engineers | Technical & Product Issues: Advance troubleshooting, payment/API issues, minor bugs | 16×7 (Peak Hours: 8 AM – 12 AM) | Escalates to L3 for unresolved or critical system-level issues |
| Level 3 (L3) Engineering | Infrastructure Issues: System bugs, platform outages, data loss recovery, security | On-Call (24×7) | Immediate escalation to Engineering & Cloud Infrastructure teams |