FREIGHT EDGE HELP
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Freight Edge Support: Severity Levels
Please find below descriptions and response times for FreightEdge Customer Service Severity levels.
Customers can mark their support request with a severity rating by submitting support requests through our Support Page.
Severity 1 - Service unavailable or unusable
Examples: API service down, Login to Platform(s) unavailable.
Severity 2 - Service significantly disrupted or delayed
Examples: Platform running slow, certain functions not working
Severity 3 - Moderate functionality issue
Examples: Training/Education Question, Integration Query
Severity 4 - Feature Request/Feedback
Examples: Feature Request, Comments/Feedback
Estimated Response and Update time per severity:
Severity 1 <1hr, Hourly until remediation
Severity 2 <4 hours, Daily
Severity 3 <12 hours, Every 2 days
Severity 4 As/If needed
Call Us Directly
1-513-855-EDGE (3343)
EMAIL Us Directly
HELP@FreightEdge.biz
Hours of Operation:
We’re available on the phone 24x5.
7am Monday - 6pm Friday EST