Support requests

Support requests shall be classified by the following priority and response levels

Severity Level	Definition	Error Response Time	Resolution Process/Time
1 Critical	An event and/or problem that has a significant, severe impact to Rebilly. The event and/or problem may render Rebilly non-functional. Isolated instances as determined solely by Merchant that affect a limited set of users, groups or single users are not classified as Critical. Merchant must file a critical incident as described above, followed by a phone call to Rebilly Support.	15 minutes	Resolution Time: 1 hour for temporary work-around; 4 hours for resolution. Rebilly shall use best efforts to promptly initiate the following procedures: (1) assign its specialists and provide escalated procedures to correct the error on an expedited basis, and (2) provide ongoing communication on the status of an error on an hourly basis as needed.
2 High	An event and/or problem that limits the operations of Rebilly.	1 hour	Resolution Time: 4 hours for temporary work-around; 8 hours for resolution. Rebilly shall use best efforts to promptly initiate the following procedures: (1) assign its specialists and provide escalated procedures to correct the error on an expedited basis, and (2) provide ongoing communication on the status of an error on an hourly basis.
3 Medium	An event and/or problem that disrupts the operations of Rebilly. Use of Rebilly can continue after a work-around is in place.	4 hours	Resolution Time: 8 hours for temporary work-around; 24 hours for resolution. Rebilly shall use commercially reasonable efforts to assign its specialist to correct the error, and communicate status updates as necessary.
4 Low	An event and/or problem that has limited business impact, is not critical in nature, or does not have any significant impact to Merchant.	1 Day	Rebilly shall use commercially reasonable efforts to include an error correction in the following maintenance release, and communication status updates as necessary.

Severity level critical communications

Before sending a severity level critical notification, please check status.rebilly.com for any known issues.

If you do not see a status update, send an email to support@rebilly.com using the template below. You may follow up with a phone call to Rebilly Support.

Email templates

Our automated system will categorize your request and alert the appropriate team members based on the severity level. For that reason, it is imperative that your support email subject lines follow this structure:

Subject: [Company name] Brief description of the issue, severity level [critical, high, medium, or low]

Replace 'company name' with your company, but leave the brackets. See example subject lines below.

If your subject line does not contain the phrase 'severity level [critical, high, medium, or low]' your request will be sent to a general mailbox and is not bound by the response time outlined above.

Severity level critical examples

Subject: [Company] Rebilly API is not responsive, severity level critical

Body:
We are not receiving responses from the Rebilly API.
Our requests timeout after 1 minute.
97% of requests are affected.