Overview
This article lists the Narvar Supports Priorities, their definitions, and some examples. These examples can be used as guidance when creating requests with Narvar Support
| Support Priority |
Description |
Example |
| P1 - Urgent |
- Narvar is down or critical performance deficiency where the system is rendered unusable
|
- Shopify Zero is down
- Track page down/Hub down
- Email/messages not going through, any order confirmation email trigger for a single customer or group of customers
- Not able to raise a return, Hub is down, Label generation down, carrier outage, email for a specific method not enabled
- EDD was not returned at checkout
- Orders not being pushed to Narvar - Error returned by Narvar
|
| P2 - High |
- A notable decrease in system performance or information accuracy. One part of Narvar's service is down, inaccurate, or impacted
|
- Single carrier down for track pages or returns
- Unable to subscribe to SMS via track pages
- Home Pickup service not working
|
| P 3 -Medium |
- Minor or infrequent deterioration in system performance or information accuracy
|
- Product recommendations down
- Reports of isolated emails sent erroneously/delayed emails due to short carrier outage
- Unable to submit returns for several orders
|
| P 4 - Low |
- Technical questions or general troubleshooting for issue resolution
|
- Creative requests
- Updates to existing products
- Addition of new features
- Specific track pages not working
- Unable to create a return on a few (~10) orders
- Messages not sent to specific users
- Carrier translations on track pages are inaccurate
- Reporting inaccuracy
|
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