This feature is available for customers with the following Support Package Plans:
✔️ Basic | ✔️ Plus | ✔️ Premium
There are two kinds of support cases that a Plaid customer may submit to signal an issue with Plaid's products or services:
- Incident Severity cases. These cases 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.
- Non-Incident Severity cases. These cases 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 case, a customer may assign a severity level to that case. The assigned severity level indicates whether the relevant support case is an Incident Severity case or Non-Incident Severity case. This way, by assigning a severity level to a support case, a customer can help Plaid's support team prioritize and respond to the customer's issues promptly and effectively.
Upon intake of each support case, Plaid will assess whether the case's assigned severity level is accurate, and where appropriate, correct it.
Response Time varies based on the level of Platform Support Package purchased by the customer; see How do I get help from Plaid? for more detail.
| Severity Level | Definition |
|---|---|
| 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 |