We understand questions and issues may come up in regards to using Drift and we are here to support you. Our Customer Advocate Team will assign a priority level to each request to provide responses based on the table below.
|1||An issue affecting any Drift platform that is preventing the use of Drift for all users. There is no workaround for the issue.||Complete platform outage, users unable to log in, a major feature of the platform is not working|
|2||A consistent issue that the platform may be experiencing that is preventing daily operations for all users on the account. There may be a workaround for the issue.||Consistent behavior that is not expected (incorrect routing, integration connection issues) or performance issues impacting all users (slow message sending/receiving)|
|3||An issue that is impacting a single user or a single part of the Drift platform. There is a workaround for the issue.||Incorrect settings that lead to an undesired outcome (playbook routing is not working as expected due to a setting),non-critical integration errors, etc.|
|4||Questions you may have about how the platform works or how to make a feature work the way you may want it to.||How to questions, general functionality questions or feature requests.|