In the event of there being an issue with the Coles Liquor / Uber Eats integration, Coles Liquor will lodge a ticket with us.
Triage and diagnose the ticket as normal.
If the issue is determined to be with Uber Eats, or Uber Eats needs to be included in the ticket, it is up to CBS to manage the communications with Uber Eats to resolve the issue on behalf of Coles Liquor.
On the Uber Eats side, there is a technical escalation process and framework that needs to be followed when we alert them to an issue.
Below are Uber Eats' definitions of issue severities, relevant contacts and the process to follow.
P0 incidents
Criteria
- All or nearly all orders (>90%) cannot be placed or fulfilled through the Uber Marketplace integration.
- A severe outage/stores offline for most of the storefronts.
- Orders are being placed with >75% price drop.
Contact
Email: integration-emergency-support@uber.com
CC to the following contacts
Account Director Verity Brewer
verityb@uber.com
Customer Success Manager Aude Robles
aude@uber.com
Partner Engineer Anna Villanueva
anna.villanueva@uber.com
Partner Manager Louise Qualter
ATTENTION
Submitting a P0 ticket to the Uber emergency email address will result in them taking ALL stores offline while they diagnose the issue.
Get a second opinion from L2 / Ivan before submitting a P0 ticket.
SLA
Initial response time is up to 1 hr; comms frequency following the initial response is 30 min - 1 hour.
P1 incidents
Criteria
A minor to moderate outage:
- 10+ stores are experiencing order failure on >10% of their ordersOr
- >10% of all orders across the brand cannot be placed and fulfilled, or are at immediate risk of being unfulfilled.
- Inaccurate promotions are leading to lower than intended basket prices.
Contact
Email: merchant-escalation-engineering@uber.com (referred to by Uber as Global Technical Support or GTS)
CC to the following contacts
Account Director Verity Brewer
verityb@uber.com
Customer Success Manager Aude Robles
aude@uber.com
Partner Engineer Anna Villanueva
anna.villanueva@uber.com
Partner Manager Louise Qualter
SLA
Initial response time is up to 2 hours; comms frequency following the initial response is 3 hours.
P2 Incidents
Criteria
A minor issue or degradation:
● < 10 stores are experiencing order failure (of any amount)
● < 10% of all orders cannot be placed and fulfilled, or are at risk of being unfulfilled
Other examples of P2 Disruptions or non-critical inquiries:
● Degraded customer experience based on catalog display or order fulfillment
● Disruption of in-store operations based on catalog display or order fulfillment
● Failed order injection investigation
● Catalog is not syncing or items not marked out of stock
● Store availability issue
● General drop on found rate
Contact
Email: merchant-escalation-engineering@uber.com (referred to by Uber as Global Technical Support or GTS)
CC to the following contacts
Account Director Verity Brewer
verityb@uber.com
Customer Success Manager Aude Robles
aude@uber.com
Partner Engineer Anna Villanueva
anna.villanueva@uber.com
Partner Manager Louise Qualter
SLA
Initial response: 2-4 hours; comms frequency following the initial response is up to 24-36 hours.
Required Information
For all ticket types, Uber Eats requires the following pieces of information
- Affected store UUIDs - note these are different to the Store IDs visible via the Stores page in Omnivore. The UUID is visible in the data received from UE on an Order
If this is not available (the issue isn't order related) then provide the Store ID and full store address from the Omnivore Stores page.
- Affected order numbers - for all order related issues provide the full Uber Eats ordere number e.g.
More Information
For more information see the attached Uber Eats document outlines their processes and procedures.