Urgent Ticket Support

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Jo Foss
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Overview

Customer support tickets are assigned an urgency level when triaged based on their level of business impact for our customers. This urgency level helps us determine priorities for addressing issues that our customers face. We have a 24/7 on-call support system to help address truly urgent issues as quickly as possible.

What is considered "urgent"?

What is considered "urgent"?

The issue qualifies as "urgent" if Searchspring is not functioning or there is a major malfunction resulting in an inoperative condition of Searchspring on the client's site.

Urgent issues include:

  • All products missing from a Searchspring powered Product Listing Page (PLP)
  • Multiple category pages are not returning results
  • All products are misrepresenting critical details (images, names, pricing incorrect)
  • Unable to navigate to the Product Detail Page (PDP) from Searchspring powered results
  • Indexing failures
  • SMC is unavailable or non-functional

Submitting an Urgent Ticket

In order to utilize the 24/7 on-call support engineer for urgent situations, our customers can submit an urgent ticket by following these steps:
  1. Visit help.searchspring.net.
  2. Click on the "Submit a Request" button in the upper right-hand corner of the page.
  3. Fill out the relevant sections of the form.
    1. Provide as much helpful information as possible including a description of the issue, links to pages where this issue can be viewed, and screenshots or recordings if applicable.
    2. Be sure to include the word "Urgent" in the Subject line in order to trigger the on-call support system and notify the on-call support engineer.
    3. Click "Submit".

A client who submits an "urgent" ticket can expect a response from our on-call engineer in 60 minutes or less.

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