What P1 to P4 mean and when you will hear from us
Everything reported to support is graded on how much it is blocking. The grade sets how quickly you hear back. This is the whole scale, so you can see where your issue sits rather than guessing.
Staffed hours
Monday to Friday 7:00 AM – 7:00 PM ET. Closed at weekends.
Two things should not wait for the next working day: critical issues, and anything affecting a load in transit. Outside staffed hours, call (415) 612-8044 and you will reach someone.
P1 — Critical
The platform or a core module is down or unusable for many people. Data is lost, corrupted, or showing the wrong company. A security incident. Money moved incorrectly. Or a load in transit cannot be tracked, tendered, or delivered and the freight is at risk.
First response: within the hour during staffed hours. Outside them, call — a message left here is seen when we are next on.
Mitigation target: 4 hours.
Critical issues jump every other queue.
P2 — High
One person or one company is blocked from a core workflow with no way around it: cannot log in, cannot create or cover a shipment, tracking dead on an active load, an integration failing, a rate confirmation that will not send.
First response: 1 business hour. If a load is in transit and it is outside staffed hours, call rather than wait for a reply here.
Resolution target: 8 business hours.
P3 — Normal
Degraded but workable. A workaround exists, a non-blocking bug, an account or record change, a credit or prepayment request, a how-to question.
First response: 4 business hours.
Resolution target: 2 business days.
P4 — Low
Feature requests, cosmetic issues, roadmap and training questions, questions about third-party tools.
First response: 1 business day.
Resolution is best effort, or roadmap.
Feature requests always get an acknowledgement, even the ones we will never build.
If we have graded it wrong
Say so in the conversation and tell us what it is blocking. Grading is a judgement made from your first message, and the fastest way to change it is a sentence about the freight, the money, or the people affected.