Premier Support Incidents
If you are currently subscribed to our Premier Support package, you are able to raise priority 1* support cases 24*7*365 that our support team will acknowledge and action to bring your site back to working status as soon as possible.
* P1 issues are classed as high impact issues which prevent the site from being able to take orders, such as broken checkout or unresponsive basket page. All other issues will be dealt with inside of office hours.
Raising a premier support case needs to be done against a specific user account so that the support team are notified that an issue has been recorded. You'll find the username that you need to use to raise the premier support case in your regular support tickets under a ticket called "Premier Support Portal - Credentials". You'll need to log out of your main portal account and login to this premier support portal account before raising your case.
Raising the premier support case should then be done in the same way as a regular support case but our out of hours engineers will be notified that a new issue has been raised and will be on contact with you through that ticket.
- Subject
- This should be a summary of the issue that will help you and us quickly understand the general problem you're seeing.
The Template drop down can be used to select the "New Support Ticket" template to pre-fill the Description field with headings that help us replicate and resolve your support ticket as quickly as possible:
- Description
- This should be a few sentences detailing exactly what the issue is.
- Steps to recreate the issue
- This should begin with the first action taken e.g. Launch the relevant URL of the site impacted, and all actions it took to make the issue occur. It's a good idea to include a Result at the end of the Steps, to make it clear where the issue occurs.
- References
- Any info on customer ID, order number info should be included here if relevant.
- Device/Browser issue seen on
- Listing out all browsers affected and what versions they use, will quickly help the developer narrow down the potential causes of the issue.
- Links for recreation (URL)
- If you have any links where the issue can be seen, please include them here.
You can also add any attachments that are helpful for us when investigating the issue, e.g. screenshots, screen recordings, files, emails, etc.
When all the information you can provide has been added to the form, press the submit button to send the ticket through to our support team to start investigating.
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