Q: What does '< 24hr SLA' mean exactly?

It means every opened support ticket receives a meaningful resolution — not just an auto-acknowledgment — within 24 business hours. For critical issues (documents stuck, orders not processing), we escalate immediately and our target is same-day resolution. We track every ticket and publish our resolution time averages monthly.

Question 1

What is EDI and why do retailers require it?

Accepted Answer

EDI (Electronic Data Interchange) is the standardized electronic exchange of business documents between trading partners — purchase orders, invoices, shipping notices, and more. Major retailers like Walmart, Costco, and Target require EDI because it eliminates manual errors, speeds up order processing, and ensures every transaction is traceable and compliant. Without EDI, you simply cannot do business with these retailers at scale.

Question 2

How long does it take to get set up with EDIPlug?

Accepted Answer

Most clients are live and processing their first orders within 7–14 business days. Because we've already pre-built EDI mapping files for 20+ major retailers, we skip the most time-consuming step. We handle setup, testing, and retailer certification — you just answer our onboarding questions and we take it from there.

Question 3

Do I need any technical knowledge to use EDIPlug?

Accepted Answer

Zero technical knowledge required. Our team handles all the EDI configuration, mapping, protocol setup, and retailer compliance testing on your behalf. You will never need to understand X12 segments, AS2 certificates, or ISA envelopes. If you can receive an email, you can work with EDIPlug.

Question 4

Which retailers do you support?

Accepted Answer

We support 20+ major retailers including Walmart, Costco, Target, Home Depot, Sam's Club, Kroger, Amazon Vendor Central, CVS, Walgreens, Lowe's, Best Buy, Dollar General, Dollar Tree, Publix, Whole Foods, Macy's, Nordstrom, TJX, Albertsons, and Rite Aid. Don't see your retailer? We also build custom mappings — contact us at sales@ediplug.com.

Question 5

Do you charge per document or per transaction?

Accepted Answer

Never. EDIPlug's tiered plans include generous daily document processing limits designed to comfortably support your typical order volume — the vast majority of clients never approach their limit. Unlike legacy platforms that charge per-document or per-kilocharacter fees, your cost is a flat monthly fee. If your volume grows beyond your plan's limit over a sustained period, we'll reach out proactively to discuss upgrading together — no surprise charges mid-billing cycle.

Question 6

What is included in the flat monthly fee?

Accepted Answer

Your monthly fee covers: EDI document processing at your plan's generous daily limit, all supported trading partners on your plan, the full EDIPlug self-service dashboard (including 12 months of document history at no extra charge — unlike legacy providers who charge to view your own data), our full support team access, your dedicated account manager (Growth & Enterprise plans), and all compliance updates when retailers change their specs.

Question 7

Are there setup or onboarding fees?

Accepted Answer

There is a one-time onboarding fee that covers your complete setup — document mapping, protocol configuration, compliance testing, and retailer certification. Here's the key: your monthly subscription billing does not start until you are live and actively processing orders. You pay for setup once, and recurring monthly charges only begin after go-live. We'll always be fully transparent about the onboarding fee before you commit to anything.

Question 8

What happens if my order volume increases significantly?

Accepted Answer

Your monthly fee stays locked for your billing term. Each EDIPlug plan is built with daily document limits that scale with your business tier. If a sustained increase pushes you consistently beyond your plan's limit, we'll proactively reach out to discuss a plan upgrade — transitions are smooth and never happen without your agreement. One-off peak days (like a seasonal spike or a big promotional sale) don't automatically trigger an upgrade conversation.

Question 9

Can I cancel at any time?

Accepted Answer

Yes. Monthly plans can be cancelled any time with 30 days notice. Annual plans can be cancelled before renewal. We don't lock you into multi-year contracts without a compelling reason. If you're unhappy, we'd rather help you fix the issue than hold you hostage.

Question 10

What does '< 24hr SLA' mean exactly?

Accepted Answer

It means every opened support ticket receives a meaningful resolution — not just an auto-acknowledgment — within 24 business hours. For critical issues (documents stuck, orders not processing), we escalate immediately and our target is same-day resolution. We track every ticket and publish our resolution time averages monthly.

Question 11

What happens if I have a critical EDI failure on a weekend?

Accepted Answer

All EDIPlug clients can reach our on-call support for critical EDI failures — any day, any time. EDI doesn't follow a Monday-to-Friday schedule, and neither does our team. If a document is stuck or orders aren't processing, raise a priority ticket and we'll respond promptly regardless of the day.

Question 12

Do I get a dedicated account manager?

Accepted Answer

Yes — every EDIPlug client is assigned a dedicated account manager from day one. Your account manager learns your exact retailer setup, is your primary point of contact for questions and escalations, and proactively monitors your account health. You'll never be passed around a generic support queue.

Question 13

How do I contact support?

Accepted Answer

For support: support@ediplug.com — or connect directly with your dedicated account manager. For sales enquiries: sales@ediplug.com. For critical EDI emergencies (documents stuck before retailer deadlines), raise a priority ticket and we'll respond within the hour.

Question 14

What EDI document types do you support?

Accepted Answer

We support all standard X12 transaction sets including: 850 (Purchase Order), 855 (PO Acknowledgment), 856 (Advance Ship Notice), 810 (Invoice), 820 (Payment Order), 997 (Functional Acknowledgment), 846 (Inventory Inquiry), 867 (Product Transfer), 879 (Price Information), and retailer-specific custom segments. If a retailer requires a document type, we support it.

Question 15

Do you integrate with my ERP or accounting system?

Accepted Answer

EDIPlug does not currently offer direct ERP or accounting system integrations. Our platform focuses on fully managed EDI connectivity — we handle the retailer-facing document flow end-to-end. Your team receives transaction data via our self-service dashboard, flat file exports, and email notifications. ERP and WMS connectors are on our product roadmap. If this is important to your evaluation, reach out to sales@ediplug.com and we can discuss your specific needs.

Question 16

What communication protocols do you support?

Accepted Answer

We support AS2 (the most common requirement for Walmart, Target, Home Depot), SFTP/FTP, and VAN (Value-Added Network) connections. We manage all protocol configuration, SSL certificates, and trading partner identifiers — you never touch any of this directly.

Question 17

How does EDIPlug handle retailer compliance updates?

Accepted Answer

Retailers periodically update their EDI specifications (new segments, changed validations, routing guide updates). EDIPlug monitors retailer compliance updates and applies them to your configuration automatically — with no interruption to your document flow. This is included in all plans.

Question 18

What security certifications do you have?

Accepted Answer

EDIPlug infrastructure is hosted on SOC 2 Type II certified cloud infrastructure. All data is encrypted in transit (TLS 1.3) and at rest (AES-256). We maintain strict access controls, audit logs, and are working toward our own SOC 2 certification. Contact us for our security documentation.

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