# My EDI provider won't respond to support tickets. Is this normal?

Unfortunately, slow support is common in the EDI industry but it's not acceptable, especially when EDI errors directly impact your ability to ship orders and get paid. A 5-day wait on a critical issue can mean missed shipments, chargebacks, and a hit to your compliance score.

We built EDI Support LLC as a support-first company, it's literally in our name. Before we even launched Elevate, we were an EDI consulting and support company helping businesses get better service from their existing EDI setups. Support quality is our core differentiator, not an afterthought.

With Elevate, you get U.S. based human support that responds within 2 business hours for critical issues not automated responses. Most issues are resolved within 48 hours. Our team proactively monitors your transactions, which means we often catch and fix problems before you even submit a ticket.

We have guides on migrating from one EDI software to another if you're ready to switch. We also have specific migration guides for SPS Commerce and TrueCommerce here: <a class="a a--md" elv="true" href="https://edielevate.com/how-to-switch-from-sps-commerce/">https://edielevate.com/how-to-switch-from-sps-commerce/</a> and <a class="a a--md" elv="true" href="https://edielevate.com/how-to-switch-from-truecommerce/">https://edielevate.com/how-to-switch-from-truecommerce/</a>

Let's talk about what better support looks like in a free call: <a class="a a--md" elv="true" href="https://calendly.com/edisupportllc/30-minute-meeting-z">https://calendly.com/edisupportllc/30-minute-meeting-z</a>

##### Post Metadata
- Posted at: 3 months ago
- Author title: Always By Your Side, Solving EDI Challenges
- Net upvotes: 1



## Related Product
[Elevate](https://www.g2.com/products/edi-support-llc-elevate/reviews)

## Related Category
[Electronic Data Interchange (EDI)](https://www.g2.com/categories/electronic-data-interchange-edi)

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