Operational proceduresPublic procedureNo index
Support Procedure
How customers submit, prioritise and track support requests.
Last reviewed: 23 July 2026
Submitting a request
Use the in-app support area when available or the public Contact page. Include the affected Account, Brand, Store, approximate time, expected result, actual result and safe screenshots or references. Never send passwords, recovery codes or full payment-card information.
Priority
- Critical: widespread inability to use a paid production service or a credible active security incident.
- High: a major production workflow is blocked with no reasonable workaround.
- Normal: limited defect, billing question, configuration help or documentation request.
- Low: feedback, cosmetic issue or feature suggestion.
Handling
We acknowledge, classify, investigate and update requests according to impact and available support coverage. Response targets are goals unless a signed Order Form or SLA states otherwise. We may request reproducible steps or customer approval before testing connected-provider actions.