Search peak season readiness

As the year's busiest trading season approaches, Bloomreach knows how important reliable services and timely support are to your business.

This page brings together the actions, contacts, and resources you need to prepare for peak season. Use it to:

• Find the right Bloomreach contact for your question.
• Raise and escalate technical issues effectively.
• Understand how Bloomreach teams are preparing for peak traffic.

Use the right contact route

Support and escalation

Before you contact Support

• Check the relevant Bloomreach documentation and troubleshooting guides.
• Confirm that your question is within Support scope.
• Check if Technical Services help is required within the scope of Support.
• Review the guidance on how to communicate effectively with Support.
• Include enough information for the team to reproduce or investigate the issue.

Contact Support first for technical issues

Use one of the following Support channels as your first point of contact:

• Support portal
• For urgent issues: [email protected]

To help Support respond in a timely manner, include:

• Your Bloomreach account and environment.
• A concise description of the issue and its business impact.
• Relevant timestamps, error messages, screenshots, or examples.
• What you've already tried.
• Any fixed deadline or peak-season milestone.

Avoid opening duplicate tickets for the same issue. Add updates to the existing ticket wherever possible.

When to escalate

If your issue remains unresolved, share the Support ticket number and latest update with your CSM or AM so they can coordinate with Support.

Escalate to a regional lead only when all of the following apply:

• The issue is business-critical—for example, it materially affects revenue, causes site instability, or creates major customer-experience degradation.
• The issue isn't being prioritized within the expected timeframe.
• You've used the normal Support, CSM, and AM routes.

When you escalate, include:

• Support ticket number.
• Brief description of the issue and current business impact.
• What you've tried so far.
• The decision, milestone, or deadline is at risk.
• The specific outcome or next step required.

Regional leads

How is Bloomreach preparing

Code freeze

To decrease the risk of incidents, Bloomreach implements a code freeze through the entire peak season, including January, for post-holiday clearance events. Exceptions apply for P1 situations, but these go through an extensive approval process via the Change Advisory Board.

Monitoring systems

Bloomreach offers comprehensive monitoring throughout the peak period, ensuring that every level is overseen for optimal performance and reliability.

Confirming technical contacts

Work with your Customer Success Manager (CSM) to make sure Bloomreach has your most up-to-date technical contacts.

Infrastructure capacity

Infrastructure capacity is set based on the queries per second (QPS) rate limit. The QPS rate limit is determined based on historical peak data, non-peak traffic from the month of October, and the anticipated QPS data you share with your CSM.

Bloomreach has increased infrastructure capacity to support the traffic set by the QPS rate limit and tested resilience for the entire serving stack.

Outage

In the event of an outage, whether related to third-party services, networking issues, or vendor-related problems, Bloomreach provides regular updates on the Status Page.

Legal and compliance notice

European Union Council Regulations restrict the direct or indirect provision of enterprise software, including Bloomreach services, to legal persons and entities in Russia.

Customers and partners must not provide access to Bloomreach products or services to employees, users, or affiliates in Russia without legal authorization. Bloomreach may deploy technical measures to prevent such access in the future.

If you believe an exception may apply, contact your Bloomreach account team. They'll coordinate with the Bloomreach Legal team as appropriate.