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Freight Edge
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Every ticket is logged against a severity level with a response target attached. Severity 1 gets an answer inside the hour.

Submit a ticket 1-513-855-EDGE

Phone

1-513-855-EDGE

(3343)

Email

HELP@FreightEdge.biz

Monitored during support hours.

Hours

24 x 5

7am Monday – 6pm Friday EST.

§ 01  /  Response commitments

Severity levels.

Support severity levels, examples, response times and update frequency
SevDefinitionExamplesResponseUpdates
1Service unavailable or unusableAPI service down, login to platform unavailable< 1 hrHourly
2Service significantly disruptedPlatform running slow, certain functions not working< 4 hrsDaily
3Moderate functionality issueTraining or education question, integration query< 12 hrsEvery 2 days
4Feature request / feedbackFeature request, comments, feedbackAs neededAs needed

Severity 1 — call, do not type. If the platform is down and freight is waiting, ring 1-513-855-EDGE rather than waiting on a ticket acknowledgement.

§ 02  /  New ticket

Submit a ticket.

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Valid email required

Product

What were you doing, what did you expect, what happened instead? Include load or PRO numbers.

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Severity 1? Call 1-513-855-EDGE as well.