Understanding the Recharge Support ticket handling process
If you cannot find what you're looking for in the Help Center or Developer Documentation, then you can contact Recharge Support directly. This article highlights important information about how Recharge Support handles incoming tickets.
Business hours
Support channel |
Hours |
| Web form |
24 hours a day, 7 days a week Available to all merchants |
| Chat |
6 AM to 6 PM PST, Monday to Friday, excluding holidays Available to all merchants.
Note: Select Pro and Custom pricing merchants in the UK may access chat during UK Business hours. If this is something that interests you, please connect with a Sales rep using the Talk to Sales button on our pricing page.
|
| Video callback |
6 AM to 6 PM PST, Monday to Friday, excluding holidays Available to merchants on the Custom Pricing Plan |
Priority levels
Support requests are responded to based on the priority indicated at the time of ticket submission. Recharge Support adopts a triage model of issue resolution. Issues are responded to in order of priority and then in the order submitted. For example, reports of service outages take priority over less critical issues such as widget configuration requests or bulk updates.
You can select the priority level of their ticket when filling out the ticket submission form. Please note that Recharge Support reserves the right to change the priority level at any point after submission, especially as the ticket issue evolves.
Priority Level |
Definition |
|
Urgent |
Business critical: Recharge is completely down or system-critical functions are inaccessible to users |
|
High |
Major issue: A major component of the store’s ability to operate is affected. Some aspects of the business can continue but it's a major problem. |
|
Normal |
Degraded service: Where there is a moderate loss or degradation of services, but work can reasonably continue in an impaired manner. |
|
Low |
General issues: Non-critical issues or general questions about the application |
Troubleshooting and investigations
Recharge handles priority requests using investigative collaboration. Collaboration helps our Technical Support team identify, track, and manage support requests that require further investigation by engaging the right team members to help solve your issue.
This process allows the Technical Support team to involve multiple teams if necessary, in a consolidated manner. All communications between you and the Support Engineer should be documented within the ticket you open so all involved teams can view the progression of the issue.
It is important that you create a support ticket through our official support channels if you require further investigation of an issue. Support requests made outside of these channels, such as through social media, are not subject to our service level agreement and we cannot guarantee resolution as outlined in our scope of support.
