Technical support & bugs

  • We have monitors and alerts set up 24/7 for any system issues or outages relating to the CartonCloud software.
  • If there is a system issue, we will display a banner at the top of the CartonCloud web application and update our System Status page
  • If you want to raise a technical issue or a bug, you can Contact Support
  • All technical issues and bugs are triaged when raised and prioritised based on various factors, including the severity of impact and the estimated number of customers impacted. 
    • Critical - The application is degraded, users aren't able to perform their job function, and there are no workarounds. We begin working on the highest priority tickets immediately and resolve them as soon as reasonably possible. 
    • High - A feature is unavailable, application performance is significantly degraded, or users' job functions are impaired. We begin working on high-priority tickets following any highest-priority tickets. 
    • Medium - The application or specific feature isn't working as expected, but a workaround is available. Users' experience is impacted, but their job function is not impaired. Medium priority tickets are typically worked on after all high and highest priority tickets are resolved, and there are no other critical priorities. 
    • Low - Non-critical functionality not behaving as expected that is minorly impacting product usability. Low priority bugs are worked on at CartonCloud's discretion and typically will be resolved when one of our Developers is already working in that product area and can easily resolve the problem identified.
    • No impact - Smaller paper cuts such as cosmetic errors, or non-critical functionality not behaving as expected that don't impact product usability. No impact bugs are worked on at CartonCloud's discretion and typically will be resolved when one of our Developers is already working in that product area and can easily resolve the problem identified.

Contact support

Please visit the Contact Support page for full details if you need to get in touch with our support team.