Skip to Content

Support 

If you are an existing ShelfControl customer, technical support is available 24x7x365 for Priority 1 issues via support@shelfcontrol.io For all other issues, technical support is available Monday-Friday eastern Time 8-5pm except U.S. holidays via email at support@shelfcontrol.io and via other communication channels provided by Customer Success. The applicable hours of operations for an issue are referred to as "Support Hours."

Once ShelfControl has opened a service case for Customer (pursuant to Customer request as provided above), ShelfControl will assign an Issue Category and Priority Level to the request based on ShelfControl's determination of its severity and impact to customers. Issue Categories and Priority Levels are described in the table below:

Issue CategoryPriority LevelDescription
ShelfControl Platform OutageP1Production ShelfControl Platform is unavailable or essential functionality is non-operational. 
Impaired Functionality P2A significant feature/component of the ShelfControl Platform is not working correctly and is limiting full operation in any material respect, but the system is overall operational. 
Minor Disruption P3A component is delayed or partially unavailable, but a workaround exists. 

Each Issue Category has a Support Response Target ("SRT") defined as the amount of time during Support Hours beginning when ShelfControl has received notice of a support case submitted as described above to the time when ShelfControl notifies the applicable customer that it has begun to provide assistance for that support case. ShelfControl will use commercially reasonable efforts to provide the SRTs for each Priority Level and Issue Category within the time frames listed below:

Issue CategoryPriority LevelSupport Response Target (STR)
ShelfControl Platform OutageP18 Hour
Impaired functionality P248 Hours
Minor disruption P396 Hours

For clarity, ShelfControl is not obligated to and will not provide support for issues related to: (1) Customer’s hardware, non-ShelfControl software, systems, internet services, and other third party services and software not provided by ShelfControl; (2) Customer’s improper use of the Services, not in accordance with the Documentation; (3) Customer’s breach of its Agreement with ShelfControl.