Getting Help with Support & Operations
Authors:
Nandha Balaguru, Dominik Malzacher, Cille Schliebitz, Anita Gu
Changed on:
3 Feb 2025
Overview
The support process at Fluent Commerce relies on integration partners to handle initial investigations for issues related to custom implementations. If platform-related problems are identified, partners must escalate them via a JIRA support ticket. Additionally, Fluent Commerce offers Expert Services for guidance during the design, implementation, and support phases.
Key points
- Partner Responsibility: Handle initial investigations of custom rules and configurations.
- Platform Issues: Escalate confirmed platform-related problems via JIRA with detailed logs.
- Fluent Expert Services: Consultants assist with complex issues during implementation and support.
- First-Time Partners: Fluent Expert Services provides additional support for new implementation partners.
- Customer Success Manager: Partners can seek guidance on using Expert Services.
Support process: An introduction
Fluent Commerce provides Level 1 platform support.
For application support, Fluent Commerce has many different integration partners and since every partner may have different workflows and may be working with custom rules for their implementations, it may not always be practical for Fluent Commerce to provide support for each implementation.
So, the initial investigation sits with the implementation partner, and it is their responsibility to deal with issues relating to rules, plugins, workflows, UI configuration, settings, permissions, etc.
Platform Related Issues
If a partner has conducted their investigations and has discovered a platform-related issue, then they must create a support ticket using the JIRA support service desk, along with the details about the account, retailer, workflow, exceptions, event logs, etc.
Expert Services
Another method in which Fluent Commerce can offer expert advice is via the Expert Services team.
Expert Services is a team of consultants who work closely with the client and partner through the discovery, design, implementation, and support phases. Before raising a ticket, the implementation partner can also consult their assigned Expert Services Consultant. This is especially true for first-time partners, where Expert Services can help investigate certain issues if the partner can't figure out what the problem is. The implementation partner can also reach out to their Customer Success Manager to get more information about how to get help from Expert Services.
Raising a ticket
Before raising a ticket, make sure you've collected as much information as possible regarding the issue. Information such as where is the error occurring, is it a sandbox or a production environment, details describing the type of issue faced, when it happened, what were some of the events, if the issue could be reproduced, what orders were impacted etc. Information such as this and more is requested via the form that needs to be filled out while raising the support ticket. Collecting and providing as much information as possible via the ticket will help the support team provide quick and accurate solutions.
Please read Platform Support Process to learn the steps for creating a platform support ticket.
