24×7 support
Support that is awake when your supply chain is
Orders, shipments and payments do not stop at 5 p.m. ECOM's support team monitors integration operations around the clock and responds to incidents according to agreed severity levels, so problems are addressed before the next business day.
At a glance
- Continuous monitoring
- Incident response
- Escalation
- Partner communication
- Post-incident review
- AI-assisted support
What is 24×7 integration support?
Round-the-clock integration support combines continuous monitoring of integration platforms and transactions with an on-call team that responds to incidents at any hour. Support is usually organized by severity levels that define response targets and escalation paths, and it includes communication with affected trading partners.
Why teams choose it
Benefits
Faster response
Incidents are addressed when they occur, not the next morning.
Defined expectations
Severity levels and response targets are agreed in advance.
Less burden on your team
Your staff are not on call for every alert.
Scope
What's included
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Continuous monitoring
Platform health, connections, queues and transaction flows.
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Incident response
Triage, diagnosis and resolution by severity.
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Escalation
Defined paths to your team for business decisions.
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Partner communication
Coordinate with trading partners on connection and data issues.
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Post-incident review
Root-cause analysis and prevention for significant incidents.
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AI-assisted support
ECOM uses AI in its support operations to assist the specialists who investigate and resolve issues. It supports their work; it does not replace them.
Fit
When it fits
Peak-season coverage
Extra assurance during high-volume periods.
Global operations
Partners across time zones sending data at all hours.
Frequently asked questions
What platforms does 24×7 support cover?
Support covers PRISM and can include supported platforms such as IBM Sterling, depending on your agreement.
What are the response times?
Response targets depend on severity and are defined in your service agreement.
Is 24×7 support included in every plan?
Coverage hours vary by service. Your agreement defines whether support is business hours or round the clock.
Talk to an integration expert
Tell us about your partners, systems and goals. We will show you how PRISM and our team can help.