When submitting a support request, selecting the correct severity level ensures your ticket is prioritized appropriately and handled by the right team. This article explains each severity level and the associated response and resolution times.
Business Hours
Kard's support team operates Monday through Friday, 7:00 AM – 7:00 PM Eastern Time. All response and resolution times are based on business hours unless otherwise noted.
Severity Levels
S1 – Critical
Service is down or impacting all/most cardholders.
Use this when a major outage or issue is preventing cardholders from receiving rewards or accessing core functionality. This is the highest priority and will be addressed immediately.
- First Response: Within 1 hour
- Resolution Target: 4–8 hours
Examples:
- Rewards are not being applied across all cardholders
- Complete API outage affecting transaction processing
S2 – High
Core function degraded, impacting a subset of cardholders, or a high priority question.
Use this when a significant issue is affecting a portion of your cardholders, a key feature is not working as expected, or you have an urgent question that is blocking high priority work.
- First Response: 1 business day
- Resolution Target: 1–3 business days
Examples:
- A specific merchant's rewards are not matching for a group of cardholders
- Intermittent API errors on a core endpoint
S3 – Medium
Minor impact with a viable workaround in place, or a general question related to ongoing work.
Use this for issues affecting a small number of cardholders, non-critical functions, or questions related to pre-launch or everyday operational work where business can continue.
- First Response: 1 business day
- Resolution Target: 3–5 business days
Examples:
- A single cardholder transaction inquiry
- A portal display issue that does not affect functionality
S4 – Low
General questions, feature requests, or no business impact.
Use this for general inquiries, product feedback, or operational questions that are not time-sensitive.
- First Response: 1 business day
- Resolution Target: 5–10 business days
Examples:
- Questions about your account or program setup
- Feature requests or product feedback
- Sandbox testing questions
Summary
| Severity | Description | First Response | Resolution Target |
|---|---|---|---|
| S1 – Critical | Service down or impacting all/most cardholders | 1 hour | 4–8 hours |
| S2 – High | Core function degraded or subset of cardholders impacted | 1 business day | 1–3 business days |
| S3 – Medium | Minor impact with a workaround available | 1 business day | 3–5 business days |
| S4 – Low | General questions or no business impact | 1 business day | 5–10 business days |
For guidance on how to submit a request, refer to our How to Submit a Support Request article.