Getting Support

Where should you go for support?

You can access our Portal here: frontend-support.getshogun.com

📘

Any questions asked through Slack will be directed to the Support Portal.

Not a customer yet? Request a demo for more information!

Registering on the Support Portal

We recommend registering for an account by clicking the menu in the top right. This helps you keep track of the tickets that you have previously submitted and also allows our team to add you to an organisation - meaning that you'll be able to share your tickets with your teammates.

Submitting a ticket

Questions

There are a couple of options that you can use to submit your questions to our team. You can use the Technical Support for technical queries, but if you are unsure you can also use the Other Questions. These can include, but are not limited to:

  • Questions about functionality
  • Questions about compatibility
  • Requests for our team (new users, deleting Content Groups, etc.)

Bugs (including critical bugs)

Revenue affecting critical bugs can be posted in your shared Slack channel, if available. Submitting a ticket along with this is very helpful for tracking purposes.

Bugs can be split into two categories - you can Report a Bug through our portal to let us know of a non-critical issue that you are experiencing, or use the Report Critical Bug option for a critical bug. When submitting a bug, please try to let us know the impact that this bug has on your store - for example, "this is affecting how we use the app" or "this is preventing a new product launch".

🚧

Issues related to the styling, operation, or modification of sections are the responsibility of the agency that created the content for your store. Shogun will only be able to resolve issues with the app, or the Shogun platform. If you are unsure, feel free to either check with your agency or with Shogun Support.

🚧

Make sure to include as much as information is possible, like steps to reproduce, browser, operating system where the issue is happening, and anything else relevant to the problem.

If needed, provide a HAR file for Support.

Feature Suggestions

Shogun Frontend would not be where it is today without the feedback of the people who use it. We'd love to hear any feedback that you have for us. Please use the Feature Suggestion category in the Support Portal and the team will log it with the relevant team.

Account Questions

Please feel free to send any questions you have to your dedicated Account Manager-- if you are unsure of whom this is, feel free to use the Account Questions category and we will investigate this for you.


How we provide support

Step 1: Triage

The most important step in providing you with support is triaging the issues that come into the team. We look for certain features and characteristics of a ticket to ensure that we can prioritize as needed. For example, a bug report would have a higher priority than a feature request. Here's what we look out for:

  1. Is this revenue affecting?
  2. Is this critical?
  3. Is this issue going to block or delay a launch date?
  4. Is this issue going to cause frustration for the client in the near future?
  5. Does this affect other clients?

Step 2: Acknowledge, investigate and answer

Once we have triaged the ticket, we will investigate this and gather as much information as we can - this will involve:

  • Reviewing the store and any links that you have already sent to us
  • Asking you for any more information we deem relevant
  • Clarifying any details that we are unclear of

📘

Even between emails, our teams are communicating internally and already reviewing the information provided to ensure that you get your answer as quickly as possible.

Step 3: Escalate

In certain circumstances, our Support team is required to escalate tickets onto our engineering team - we'll let you know if that happens. At this point, we are unable to give a timeframe - however, we do use internal processes to prioritize tickets to ensure everything is resolved in a timely manner - this helps us ensure that our engineering team can help all of our clients.

We use a standardized internal matrix to determine the severity level of a ticket that comes into Support or through any other channel. We have built-in exceptions to this process, too.

Our Support team may loop back to Step 2 if our engineering team needs further information on the issue that you are having - this is an important step to ensure that our engineers are able to investigate the issue.

📘

Like in the previous step, our support team doesn't stop once the ticket has been escalated-- we work with our engineering team to ensure that the ticket is handled in an appropriate timeframe; the Support team regularly checks for updates that they can pass onto you.

Step 4: Resolve and close the loop

The support team will always close the loop with you and update you on the information that our engineers have passed onto the team. We'll leave the ticket open until we hear back from you that this issue has been resolved - please confirm with the team once you have a chance to test.

📘

If a ticket is moved to resolved, you can still reopen this by replying or creating a new ticket.

Checking the status of Shogun Frontend

We recommend subscribing to the Shogun Frontend status page in order to get alerts about Shogun Frontend outages, third-party outages or maintenance that may affect your ability to use the Shogun Frontend application.
https://frontend.status.getshogun.com/


Did this page help you?