If you're looking for guidance on functionality, please first check our FAQs such as:
- How do I recover a forgotten username or password?
- How do I load my brand's data?
- How do I add new users?
If customer support is needed, please fill out our simple Ticket Form and we'll be happy to assist you.
Here are some guidelines around the priority field:
| Severity | Definition |
| 1. | A critical problem requiring immediate resolution. Problems may cause loss of data and/or restrict data availability. |
I.e. | A widespread issue, such as the Elastic website being completely down. |
| 2. | A serious problem that affects major functionality. No workaround is available, and operation continues in a restricted fashion. |
| I.e. | An Elastic functionality issue or bug (Print Job, Order History), severity could escalate if not addressed. |
| 3. | A problem that does not have a major effect on business operations or for which an acceptable workaround exists. |
| I.e. | Routine/Localized support requests that impact a single user or a non-critical website error. |
| 4. | A minor condition or request that has no significant effect on Customer operations. |
| I.e. | General technical questions, log in assistance, adding a user, order questions. |