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FragilePAK Customer Requests

FragilePAK Customers can submit integration, reporting, and custom requests here.

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Emergency Support
24/7/365 Emergency Support
When to Use Emergency Support:
  • Complete system outages
  • Critical service failures
  • Production-blocking issues
Important: Emergency reports are monitored for validity. Non-emergency issues should be submitted through regular channels.
Contact Emergency Support
Development Requests

Use this for new features or significant system changes. We categorize these as:

Feature (8 hours)
• Small changes like adding report fields
• Minor application modifications

Story (15-30 hours)
• New EDI connections
• Rating algorithm updates

Epic (30+ hours)
• New applications
• Major system changes

Priority is based on business growth, customer experience, and ROI impact.

Note: VP approval required before assessment. Please provide detailed requirements.
Start Request
Development Work Orders
SLA: 72 Hours Resolution Time

For routine operational tasks requiring technical expertise:

• System configurations and settings updates
• User access management
• Backend data processing
• Minor system enhancements

Ideal for tasks that take less than 30 minutes of developer time.

Note: Requests requiring more than 30 minutes will be reclassified as development items.
Start Work Order
Bug Reports
SLA: 48 Hours Resolution Time

For issues where existing features aren't working correctly:

• System errors or unexpected behavior
• Performance issues affecting work
• Data calculation errors
• Critical system malfunctions

Only for existing functionality that's not working as designed.

Note: If the feature works as designed but doesn't fit your needs, please submit as a development request instead.
Start Report
IT Helpdesk (Equipment & Access)

For immediate technical support needs:

• Hardware issues and equipment setup
• Software installation and updates
• Account access and security
• Network and connectivity problems

Support Hours: 5 AM PST - 6 PM PST

For after-hours emergencies, please use the emergency contact process.
Open a Ticket
Schedule a Meeting

Select a calendar below to schedule a meeting with our team members.

Available Services