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1. SmartSupport Escalation Matrix (Operational Backbone)
Severity 1 — Critical (Revenue / System Down)
Payments failing or not syncing
Integration completely down
ERP financial posting failing
Customer portal payments broken
Severity 2 — High (Degraded Operations)
Sync delays
Partial failures
Performance issues under load
Severity 3 — Medium (Data Issues / Config Problems)
Data mismatches
Mapping errors
Non-critical workflow issues
Severity 4 — Low (Enhancements / Minor Issues)
UI issues
Feature requests
Non-blocking bugs
2. Customer-Facing SLA Tier Model (Commercial + Differentiator)
Tier 1 — Standard Support
Business hours support
Email/ticket-based
Monitoring: Basic (batch checks)
Tier 2 — SmartSupport (Recommended Default)
Real-time monitoring
Automated alerts
SmartFlow auto-retry enabled
Tier 3 — SmartSupport+ (Premium / Enterprise)
AI-driven anomaly detection
Predictive failure alerts
Auto-recovery workflows
Dedicated success engineer
3. Real-Time Monitoring Dashboard Design (What to Build)
A. Executive Summary Panel (Top of Dashboard)
System Status: Healthy / Degraded / Critical
Transactions Today (Processed vs Failed)
Sync Success Rate (%)
Active Incidents (by severity)
B. Payments & Revenue Monitoring
Payments processed (real-time)
Failed transactions
Pending/unapplied payments
Duplicate detection
C. Integration Health (SmartAgents / SmartFlows)
Jobs running vs failed
Queue depth
API response times
Retry counts
D. Data Integrity & Reconciliation
CRM vs ERP record mismatches
Unapplied payments
Missing invoices
Duplicate records
E. Performance & Load Monitoring
Transactions per minute
API rate limits
Processing latency
Queue backlog trends
F. Security & Access Monitoring
API token status (valid/expired)
Permission failures
Authentication errors
G. Portal / Customer Experience Monitoring
Payment success rate (frontend)
Form submission errors
Session/authentication failures
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