How support actually works at Foundational
No ticket queues, no tiered support levels, no “your call is important to us.” Here’s exactly who responds, how fast, and what happens when something goes wrong.
Who actually answers
There’s no first-tier help desk reading from a script. Every person who touches your account is a senior EDI professional — not a title we use loosely, but how our team is actually structured.
The person who knows your account
The team member most familiar with your trading partners, your maps, and your history is normally the first to pick up an issue — not whoever’s free in a rotating queue.
Backup that’s ready, not theoretical
The rest of our senior team is positioned to step in immediately if the primary contact needs help resolving or assisting — no waiting on a second-tier escalation to get someone qualified involved.
Everyone sees critical issues
When something critical comes up, the whole Foundational team is alerted — not just whoever’s assigned. Visibility isn’t limited to one person’s inbox.
What’s actually being watched
Every account is monitored continuously — this isn’t a premium add-on reserved for higher tiers. When a transaction fails, stalls, or throws an exception, the system doesn’t wait for you to notice and call.
- Alerts are delivered by email as standard practice for anything that needs attention.
- Critical alerts are also sent by text message, so they reach the team even outside normal working hours — nothing that matters sits unseen in an inbox.
- This dual-channel approach exists specifically so a critical failure gets human eyes on it quickly, rather than depending on someone happening to check email.
“Extended and after-hours coverage is available for accounts whose operations genuinely require it — arranged directly with your account team based on what your business needs, not a one-size-fits-all tier.”
Targets, by severity
These are targets, consistent with how we describe every commitment on this site — not guarantees. Resolution timing often depends on trading partners and other systems outside our direct control, so we tell you what we aim for rather than promising a number we can’t fully control.
Critical Issues
Acknowledgment target: within 1 hour
Resolution target: within 4 hours
e.g. a failed transaction blocking a shipment or retailer cutoff
Standard Issues
Acknowledgment target: within 2 hours
Resolution target: within 2 business days
e.g. a spec change or a moderate-impact processing issue
Minor Requests
Acknowledgment target: within 8 hours
Resolution target: within 5 business days
e.g. low-impact requests and general change requests
Resolution targets aren’t guarantees. Issue resolution often involves trading partners, carriers, or other systems that aren’t under our direct control — so a timeline can shift based on factors outside Foundational entirely. We’d rather tell you that plainly than promise something we can’t fully deliver on our own.
Questions about how we support your account?
Whether you’re evaluating a switch or already a customer, we’re happy to walk through exactly how support would work for your trading partner network.
Or call 412-653-2463