Announcements

Peak season readiness 🎄 (October 2024)

As our peak shopping season of the year quickly approaches, we understand how important it is for you to continue operating without disruptions. To make sure you receive the best service possible from us during this time, we have made preparations across all departments.

Read through the information below to understand:

• How to contact support
• Who you should contact
• How we are preparing

Support

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Our Support team will consistently serve as your primary partner in addressing any technical challenges you may encounter. Response times and service will continue to be in accordance with our SLA during peak season.

To ensure smooth operations during peak period please review our scoping document before reaching out.

• Please check that your inquiry falls within the scope of Support.

• Please check if Technical services help is required scope of Support.

  

Who you should contact

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For any queries related to Discovery search incidents, you can contact our support team. Support experts can guide you with queries related to the Discovery Search, Feed, Dashboard, Insights, Recommendations and Pathways. We also provide relevant documentation to help address your queries.

1. You can contact the Discovery support team through our support portal support.bloomreach.com
   And for urgent issues: [email protected]
2. If you are not receiving the answer or service you need, please escalate by reaching out to your DXM and include the ticket number.
3. If you are still not satisfied, please escalate further to regional leaders. This is reserved for priority issues.
   Europe:
   Lauren Montgomery: [email protected]
   America’s:
   Erica Simons: [email protected]

How Bloomreach is preparing for the Holiday Peak season

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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. There will still be exceptions for P1 situations, but these will go through an extensive approval process via our Change Advisory Board.

📌 2024 Code freeze timelines - 8th Nov 2024 to 7th Jan 2025 📌

Monitoring systems

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

Confirming technical contacts

Please work with your DXM to ensure Bloomreach has your most up-to-date technical contacts.

Increased QPS

Anticipated QPS is derived from historical data and current year-to-date trends. Bloomreach adds a substantial buffer on top of these higher QPS thresholds.

Increased capacity and resiliency

We have increased data center capacity and tested resilience from primary to failover data centers.

Outage

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

Holiday Peak season preparations slides

Watch this short presentation on our Peak season preparation.