Business Hours
Support teams are available to help you during Ordergroove business hours, 9am-6pm EST
How to Open a Support Ticket
During business hours customers can submit a support request via our Customer Support Portal, or by simply emailing help@ordergroove.com. Both of these paths will create a ticket in our support queue.
Prioritizing Your Request
Ordergroove provides the following priority classifications, depending on the severity of the issue you are experiencing or the urgency of your request.
- LOW = Routine request impacting non-critical functionality or a single customer
- NORMAL = Minor functionality impact to specific customers
- HIGH = Major functionality impact to a majority of customers
- URGENT = Critical functionality impact to all customers, high revenue impact
When contacting us, please provide as much detail as possible in your request, along with customer examples, screenshots, or any relevant detail that will help our teams understand and solve the issue quickly.
Response/Resolution SLA
Support teams will provide an initial response to support requests within 4 business hours. Resolution time is issue dependent, but we will communicate expectations/next steps in our initial response and actively follow up on tickets that require added investigation and/or assistance from other Ordergroove teams.
Emergency Support Outside of Business Hours
In the event you encounter an urgent issue (critical functionality impact to all customers, high revenue impact) outside of Ordergroove business hours, please create a ticket in our Customer Support Portal or send an email to help@ordergroove.com, and provide an “Urgent” priority. Please provide as much detail as possible in your request, along with customer examples, screenshots, or any relevant detail that will help our teams understand and solve the issue quickly. After creating a ticket or sending an email you may also call our emergency support line at (888) 325-3085.