In this article:
Support Options Overview
Start Here!
You can always find our support options by logging into Admin and viewing the "Help Center" page at the bottom right.
From there, you can choose to search our Knowledge Base, peruse our training materials or contact Support.
Types of support
Need support? These are the types of support offered from Commerce7 to make sure that you can get the answers you're looking for.
1. Searchable knowledge base
We have robust, searchable documentation and videos that will almost always provide the answer you're looking for! Simply search key words or phrases and you will receive a list of relevant results that will likely your question + walk you through how to accomplish your task. Give it a try here!
2. Email / Create a support ticket (+ screenshare if needed)
If you've searched the Knowledge Base and cannot find your answer, please feel free to email the team at support@commerce7.com and we'd be more than happy to help! If your question or issue is best reviewed via a scheduled video call, then just let our team know, and they will provide a link to their calendar to book a time for a call.
General support hours:
- Mon - Fri: 12AM - 5PM PST
- Sat & Sun: One team member working 8 hours, but due to time zone differences, hours will vary.
Note: Ticket volume determines calendar availability for screenshares, so please be patient if a screenshare appointment is not available the same day that you write in. Likewise for tickets, depending on our ticket volume - and complexity of your issue - some questions may take a little more time to dive into, but our typical turnaround time is 1 business day.
4. Book a Zoom Call
Why we don't offer instant phone support
While we don't have a phone line to call, you can book a video call with our team. This allows us to gather more information from you before the call so we can be best prepared. Also, the video call allows us to screenshare with you, which is effective in helping you troubleshoot your issue.
- Our ticketing system allows for two-way sharing of screenshots, links, and code snippets of problems you are having. This ensures everyone is on the same page and in turn helps our team pinpoint the issues faster.
- All support tickets and conversations are stored away for easy access at all times. This allows for anyone on our team to easily pick up where another left off (in the situation where a developer or another team member needs to be looped in), therefore never having to ask you questions twice.
- Different issues require involvement from different members of our team. Sending in tickets allows us to ensure the right person is working on a specific issue.
- Keeping all communication in one channel allows us to remain organized and ensure all issues are accounted for and nothing is forgotten.