Bold Commerce Support Commitment for Subscriptions for Shopify Checkout
Bold Commerce offers comprehensive, 24/7 worldwide support. Our AI-powered agent (Max) provides immediate assistance and escalates to a human when needed. We guarantee replies within our stated target response times for each triaged priority level.
The following communication channels are available for all priority levels:
Chat/Messaging: Use the in-app AI-assisted Ask Max chat widget to get help, with an option to escalate to a human.
Product Announcements: Stay informed about product releases and important updates via in-app banners and pop-up notifications.
Documentation: Find support guides on the Bold Commerce Help Center.
Priority levels and response targets
This section outlines the four distinct priority levels and the target initial response times that Bold uses to ensure that issues are addressed with the appropriate urgency.
P1: Urgent/Critical
Target initial response time: Within 30 minutes
This priority level is for issues that severely impact the availability or functionality of our services across multiple stores. This includes widespread service outages that prevent operations, confirmed security vulnerabilities, and issues that result in major financial loss, such as all customers unable to complete checkout or significant revenue impact from orders not processing.
P2: High/Major
Target initial response time: Within 12 hours
High-priority issues involve significant disruptions affecting multiple users' ability to access or use the product, though not necessarily all customers. Examples include several users unable to log in, backend application outages where the front-end remains functional, degraded recurrence processing times, or widespread order creation failures for many stores.
P3: Normal/Medium
Target initial response time: Within 2 days
Normal priority issues represent moderate impacts to service functionality or user experience. This includes intermittent front-end issues affecting the live theme (e.g., page performance degradation due to recent releases or front-end app outages), minor pricing discrepancies (like slight errors in cents or data load issues), and cosmetic flaws that do not hinder the core functionality of our applications. This level also covers cases of financial impairment affecting a smaller subset of subscription failures, regional service outages, or issues related to customer/merchant plugins. Moderate-impact security concerns, such as spikes in DDoS (Distributed Denial of Service) not causing an outage, spam campaigns, minor security incidents, or unsuccessful credential attacks, are also part of this category.
P4: Low/Minor
Target initial response time: Within 3 days
Low-priority issues have minimal impact on service and typically do not directly affect revenue. This includes minor errors impacting a single user, such as minor product display or issues processing a single subscription. It also covers bad releases that affect only a single user or browser version, and other minor security-related issues that do not pose an immediate threat or widespread impact.
Emergency developer contact
For critical emergencies, we have a dedicated on-call rotation of developers available 24/7 for escalations. This ensures an immediate point of contact to receive and address urgent requests without delay.