This document provides essential information for users of EDI Barcoding regarding our support ticket severity matrix. Understanding the severity levels will help you effectively communicate issues and ensure timely resolutions.
At EDI Barcoding, we prioritize clarity and efficiency in our support processes. Our matrix categorizes support tickets based on their severity, allowing us to address critical issues swiftly while maintaining transparency.
- Critical: System outages or failures impacting all users. Immediate attention required.
- High: Significant functionality loss affecting multiple users, but not a complete outage. Prompt resolution necessary.
- Medium: Limited functionality issues impacting a few users. Resolution is important but can be scheduled.
- Low: Minor issues or general inquiries that do not significantly impact operations. Addressed in regular support cycles.
By adhering to this matrix, we ensure that all support requests are handled according to their urgency, allowing for efficient resource allocation and improved service delivery.
Choosing the Right Severity for EDI and Barcode Issues
Severity labels only work when everyone applies them the same way. In barcoding and EDI environments, the hardest part is often translating a symptom on the warehouse floor or in a trading partner portal into the right level. The examples below show how typical problems map to the matrix, so your ticket lands in the correct queue the first time.
Typical examples by level
- Critical: no outbound advance ship notices are transmitting to any trading partner, the EDI translator has stopped processing inbound purchase orders, or every label printer on a shipping line fails to produce scannable labels. These situations can stop shipments or trigger retailer chargebacks quickly.
- High: one major trading partner is rejecting invoices, functional acknowledgements are not being returned for a specific document type, or a single distribution centre cannot print GS1-128 shipping labels while other sites run normally.
- Medium: a field mapping is wrong on a small number of documents, a handheld scanner model reads some symbologies inconsistently, or a report shows mismatched counts that can be corrected manually for now.
- Low: requests for a new label layout, questions about document formats, documentation updates or planning for a future partner onboarding.
What to include in every ticket
Faster resolution usually depends more on the detail in the first message than on the level selected. Where possible, include:
- The trading partner, document type (for example 850, 856 or 810) and any control numbers involved.
- The time the problem started and whether anything changed beforehand, such as a software update, new printer or mapping change.
- The number of users, sites or transactions affected.
- Screenshots, error messages, or a photo of a label that fails to scan.
- Any workaround currently in use.
When severity changes
A ticket's level is not fixed. A medium mapping error can become high if it starts affecting a partner's compliance deadline, and a critical outage may be lowered once a workaround restores shipping. If the impact grows or shrinks, update the ticket so effort stays focused where it matters. For guidance on response expectations and how they are reported, see our SLA standings, or visit the support page for ways to reach the team.
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