Support channels
Orbex Data provides technical support for platform usage, integrations, and incident reporting. Support is delivered in English with additional language coverage for Enterprise accounts.
| Channel | Availability | Best for |
|---|---|---|
| In-app chat | Business hours | Quick how-to questions |
| Email support | 24/5 monitoring | Non-urgent tickets |
| Priority portal | 24/7 (Enterprise) | Production incidents |
| Dedicated TAM | Enterprise | Strategic guidance |
Include context
When opening tickets, include workspace ID, shipment ID or API request ID, screenshots, and steps to reproduce. This reduces back-and-forth resolution time.
Severity levels
- P1 — Critical: Production down or widespread data loss risk
- P2 — High: Major feature unavailable with no workaround
- P3 — Medium: Degraded function with workaround available
- P4 — Low: Questions, feature requests, cosmetic issues
Orbex Data triages incoming tickets and assigns severity. Enterprise customers may escalate severity with business justification.
Response time SLAs
| Severity | Standard | Enterprise |
|---|---|---|
| P1 | 4 business hours | 1 hour |
| P2 | 8 business hours | 4 hours |
| P3 | 2 business days | 1 business day |
| P4 | 3 business days | 2 business days |
Response SLAs measure time to first meaningful engineer response, not full resolution. Resolution depends on issue complexity.
Platform availability
Orbex Data targets 99.9% monthly uptime for production application and API endpoints, excluding scheduled maintenance announced at least 48 hours in advance. Status updates publish at status.orbexdata.com.
Subscribe to status
Subscribe to status page notifications for maintenance windows and incident updates affecting api.orbexdata.com and app.orbexdata.com.
Escalation
If a P1 ticket lacks timely response, Enterprise customers escalate via the priority portal hotline or TAM direct line. Standard customers reply to the ticket thread with ESCALATE and business impact summary.
Post-incident root cause summaries are provided for P1 and P2 events affecting multiple customers or lasting more than one hour.