Working with Fluent Commerce
Authors:
Dominik Malzacher, Movyn John, Anita Gu, Cille Schliebitz
Changed on:
31 Jan 2025
Overview
This article provides some key guidelines for working with Fluent Commerce on implementation projects, including platform and application support responsibilities.
Key points
- The first point of contact during project implementation phase is your assigned Expert Services consultant
- Fluent Commerce provide platform support along with service desk tooling and support process documentation
- Application support is typically the responsibility of the Implementation Partner, and there must be an application support agreement in place prior to go live.
Fluent Commerce Points Of Contact
The first point of contact for a partner during implementation should always be with their assigned Expert Services consultant. This is for advice, troubleshooting and support during development and testing. There will also be an assigned Fluent Commerce Client Success Manager that will be a point of contact for any commercial discussions or project delivery escalations.
Platform Support
As a SaaS platform, Fluent maintains the availability of the infrastructure the platform is hosted on. The support and availability of the platform (both Sandbox and Production) is maintained by Fluent’s Site Reliability Engineering (SRE) team. As the implementation gets close to launch, apart from the provision of the Production account, there will also be a JIRA Service Desk profile created for the client and partner organisations.
Production Service Level Agreements and the steps to create a Service Desk ticket are documented here: https://docs.fluentcommerce.com/essential-knowledge/platform-support-process
Application Support
The implementing partner is typically responsible for providing application support from project go live, for support of any workflows and associated customisations that have been implemented on the Fluent Commerce platform. It is mandatory for the client and partner to have in place an Application Support Agreement prior to project launch.
