Overview
Our expert Freestyle Commerce Support Team is here to help you with a wide variety of user and technical support issues. Customer Support is available 24/7 for all Freestyle Commerce customers.
Freestyle Commerce Support Policy
Hours of Operation
A Technical Support team is available to assist you with "General" support during Business Hours. Business hours are defined as 9:00 AM to 6:00 PM Eastern, Monday through Friday (excluding holidays). "General" is defined as general use questions and navigational help.
“Emergency Support” is available 24 hours a day, 7 days a week, 365 days a year. “Emergency” is defined as the inability to; access your Myfreestylecommerce.com site, process and ship orders.
Support Format
Support is provided via built-in "Help" on the Freestyle Commerce application and a Freestyle Commerce "Solutions" Knowledge Base. Within the Knowledge Base you will find; knowledge articles, user guides, helpful videos and an ability to "Submit a Ticket".
Service Level Goals
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During business hours our target response time for emergencies is 1 hour. Our target response time for general questions is 4 business hours
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During Non-Business hours our target response time for emergency issues is 2 hours