FAQ: QUESTIONS & SUPPORT REQUESTS

Frequently Asked Questions

Q: How do I submit a Support Request?

A: You can submit any Support Request by using our Support Request submission page. Please note any requests must be made as directed by Garmentier or they will not be covered our Support Team. Each support request must also include all information reasonably requested by Garmentier on the Support Request submission page.

Q: How do I know how to classify my Support Request?

A: You may classify the Severity Level in any support request, provided that Garmentier may modify the Severity Level with notice to you, based on Garmentier’s reasonable assessment of the impact of the applicable Error. All support will be provided in the English language only.

Bug Reporting Severity Scale

Critical: Affects more than one user. The situation results in a material adverse financial impact to the Retailer’s business operations and no procedural workarounds exist.

Standard: Impedes a single user from accomplishing their desired tasks. Major functionality is impacted or significant performance

degradation is experienced.

Low: There is a partial, non-critical loss of use of the service with a medium-to-low impact on Retailer’s business, but Retailer’s business continues to function.

Q: How fast will Garmentier get back to me?

A: Customer service response times (if using our built-in chat feature), as well responses fro our Tech Team will be assigned due to the severity of the support request. Please refer to our Severity Scale above in order to classify your Support Request and expedite resolution of the issue as quickly as possible.