What happens during an outage
When the platform is down or a core module is unusable, the first thing you want to know is whether it is us or you. This is how we tell you.
How you will know
We post a banner in the support Messenger once an incident is confirmed. You do not need to open a conversation to see it — if there is no banner and Polt.ai is not working for you, it is worth reporting, because it may be specific to your account.
You do not need to report it twice
If you have already opened a conversation, it is attached to the incident and you will get the updates. Opening more conversations does not make it move faster, and it slows down the team answering them.
While it is happening
An incident takes priority over every other queue.
We aim to reply quickly and to have the problem mitigated inside 4 hours.
Updates are posted as the picture changes, not on a fixed timer. No news genuinely means no change.
If freight is at risk
Tell us in the conversation, with the shipment ID and the appointment time. Loads in transit are handled separately from the general incident queue, because a truck at a dock cannot wait for a root cause. Outside staffed hours, call (415) 612-8044 rather than wait for a reply here.
Afterwards
Once service is restored we confirm it in the same thread. For anything that lost data, moved money incorrectly, or exposed information, you get a written account of what happened and what changed to stop it happening again.