Documentation

Customer Support Severity Levels of commercetools products

The following table defines which of commercetools’ products and their components or features are supported at which maximum Support Severity Level.

ProductComponent / FeatureMaximum Severity
Composable CommerceHTTP API,
GraphQL API (except parts mentioned below)		S1: Critical Incident
Composable CommerceAudit Log APIs,
Import / Export APIs,
Order Search APIs,
Subscriptions		S2: Incident
Composable CommerceSDKs,
Merchant Center,
any beta APIs		S3: Problem
FrontendAPI Hub,
Frontend Delivery		S1: Critical Incident
FrontendSandbox,
Replicator,
CI/CD		S2: Incident
FrontendStudio,
CLI,
Developer Tooling		S3: Problem
ConnectManaged infrastructureS2: Incident
ConnectConnect APIS3: Problem
CheckoutApplication,
Payment Connector		S3: Problem
InStoreInStore core product modules (payments, refunds, cash management, device management)S1: Critical Incident
InStoreInStore APIsS2: Incident
InStoreInStore CenterS3: Problem