Plan Availability: Standard | ✔️ Basic | ✔️ Plus | ✔️ Premium |
There are two kinds of support tickets that a Plaid customer may submit to Plaid, in order to signal an issue with Plaid’s products or services.
1. Incident Severity Tickets. These tickets signal that the customer’s issue affects their ability to effectively use a Plaid product or service, conveying a significant level of impact or urgency.
2. Non-Incident Severity Tickets. These tickets typically involve general inquiries, routine assistance requests, or product information requests that do not involve any critical, urgent, or severe issue or service disruption.
Severity Levels
- Upon submission of a support ticket, a customer may assign a severity level to that ticket. The assigned severity level indicates whether the relevant support ticket is an Incident Severity Ticket or Non-Incident Severity Ticket. This way, by assigning a severity level to a support ticket, a customer can help Plaid’s support team prioritize and respond to the customer’s issues promptly and effectively.
- However, upon intake of each support ticket, Plaid will assess whether that ticket’s assigned severity level is accurate, and where appropriate, correct a ticket’s severity level.
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Definition The timeline for Plaid’s response to each support ticket. Response Time varies based on level of Platform Support Package purchased by the customer, see here for more detail. |
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| Incident Severity 1 | Plaid’s API is down, less than 90% success |
| Incident Severity 2 | Most institutions are down, 85% or less success, for an extended period of time |
| Incident Severity 3 | Most institutions are experiencing limited success, between 85% and 90% success over an extended period of time |
| Non-Incident Severity | All other applicable Services errors |