Customer 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. Customer Support

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.

Create a Support Ticket

Do the following steps to create a support ticket:

1. Click on the Customer Support icon to access the support center.

   

2. Click Create Ticket. The Create Ticket page has two sections: (1) Details and (2) Assign

3. In the Details section, fill in the following details:

   • Title: Enter a name for the ticket. This name will be visible to the support team.
   • Description: Provide a detailed description.

4. In the Assign section, fill in the following details:

   • Priority: Choose the priority level to help the support team address it appropriately.
   • Category: Choose a category that best fits the nature of the incident.
   • Subscribers: You can include other team members who need to be kept in the loop.
   • Attachments: Upload any relevant files or documents that provide additional context or evidence of your incident.

5. Click Create. A success notification will appear when the ticket is successfully created and the ticket will appear in the list. You will also receive an auto generated email.

You can open the ticket to view the ticket details. The ticket contains the SLA details that shows the expected resolution time. The SLA indicator will initially appear in green to signify that the resolution timeframe is within the expected limits. If the resolution date is surpassed, the indicator will turn red. Use Reply section to respond to the customer support.

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