What is a P0
A P0 is a critical issue of the highest urgency and importance. At Echo AI, only P0s will be answered outside of business hours. For any issue that is not considered a P0, please expect that they will be addressed within our business hours. You can read our Support Guidelines to compare all priority levels and gauge the priority for the issue.
Ways to validate if the issue is a P0
There are various factors that can lead to a P0. It can be a widespread issue that indicates a system outage, a severe bug that blocks major functionality, or a security breach related to personal data. Minor bugs, small features, account problems, or third-party integration issues will not be considered P0.
Here are some points to help check for a P0:
Other users are also experiencing the same issue.
Issue persists after troubleshooting
Trying a different browser or deleting cookies and refreshing.
There does not seem to be any workaround for the issue.
Please ensure that the issue is a genuine critical issue as we will treat it as one with our immediate attention. P0s are emergencies that will disrupt our normal process and misusing this system can delay the resolution of actual critical issues and slow down our day to day operations. We rely on your cooperation to keep our system effective and maintain a high level of support.
It can be difficult to gauge if the issue is a P0 at the beginning. If there is a real possibility though, please do report it and try to be available to discuss with our support agent. Our target response time for a P0 is within 1 hour. Within business hours, it is usually under 10 minutes.
Reporting a P0
After reading through the validations above, please send our Support team a message either through Intercom Chat or by email.
To make sure that our alerting is triggered for us to respond in a timely manner, please include “P0” in the initial message. See the steps below for Intercom Chat or for email for examples.
Please include all details you can provide that pertain to the P0, such as the following:
Steps to reproduce
Fullscreen screenshots or screen recordings to show exactly how the behavior appears
URL of the page
Any error messages
When this behavior was first detected
How many user know have been affected so far
The impact this has on the organization and the urgency
Submitting through Intercom Chat
The best way to reach us for a P0 is to submit a ticket through our Intercom Chat service, during business hours this is also the best way to send support requests/questions:
Click on your profile picture, select "Submit a Ticket"
In the new pop-up on the bottom right, click on "Contact support"
This will take you to a new chat. Be sure include "P0" in your first message that initiates the chat, this will trigger our alerting. Click on the blue up arrow to submit.
Submitting by Email
In the case that Echo AI is down and it is not possible to access Intercom Chat, you can email support@echoai.com instead with “P0” in the initial message body. Please CC your Customer Success Manager as well so they have visibility into the P0 report.
