Using the Support Hub

This document describes how to use the support hub to create and manage your tickets.

Prerequisites

• Log in at the Spryker Portal. If you don’t have access to the Spryker Portal, request it using this form.
• Go the the Support Hub, using the squares menu in the top right.

Create a new ticket

To create a new ticket, click Create a ticket and follow the wizard.

When creating a ticket, use the recommendations in Share secrets with the Spryker Support team.

The following are the top-level categories of tickets and their description.

Report a Problem or Incident

Problems can be reports suspecting a bug or issues with the hosting services. To speed up the resolution of such tickets, make sure to follow Getting the most out of Spryker support before you submit your request.

Ask a Question

For any questions about Spryker. We want the knowledge about Spryker to be available to everyone. So, we’ll provide you with a link to Spryker Community to ask your question there. If there are docs on the topic, we will provide a link to that.

Infrastructure Change Request and Access Management

Request all currently supported standard changes, such as requesting changes to non-production environments sizing, IAM users and environment provisioning.

Reporting a Problem with Spryker CI

Report an issue with Spryker CI (Buddy), such as errors or issues with its UI or pipeline runs.

Announce a Go Live

Inform the Customer Success Team about being close to go live.

Request Help with Spryker ACP

Report an issue with an Spryker ACP connector.

Request Professional Services

This category offers a selection of professional services we are offering. For example, you may need it when implementing a complex custom feature.

Request Help with Spryker Code Upgrader

Request help with the Upgrader. These requests are processed by our Upgrader experts.

Announce High Traffic/Load

Let us know about events or time periods in which you expect a higher than usual load on your production enviornments. We can use this information to check auto scaling settings and evaluate if they need to be adjusted to meet your demands.

Emergencies

Emergencies are reserved for problems that have significant business impact now or very soon. Emergency tickets regularly start an escalation. This category shouldn’t be used to speed up requests or problem reports. Emergencies need to be associated with significant risk or business impact, like revenue, security, or go-lives.

Info on Change Requests

Manage tickets

Clicking on View tickets opens the list of tickets your organisation has opened. To view the details of a particular ticket, click on the “Details” button. Here you can take a look at the communication history, view the status of the ticket and associated Jira ticket, and inspect the assigned priority.

Ticket receipts and notifications

When creating a ticket, or when there are meaningful updates to your ticket, like a status change or new comments, you will receive email notifications. Notifications are sent to the email address associated with the Spryker Portal account that was used to create a ticket.

If you are managing multiple projects or have a high volume of tickets and communication with us, knowing the structure of our notifications and receipts can help you prepare forwarding or labelling rules in your email client:

• Ticket confirmation emails are sent when you create a ticket or when its status is updated. Subject pattern:

Case Receipt - Case ID: {CASE NUMBER} - Customer: {CUSTOMER NAME} - Status: {STATUS}. {TRACKING ID}

• Change request confirmation emails are sent when you create a change request. Subject pattern:

Change Request Receipt - Case ID: {CASE NUMBER} - Customer: {CUSTOMER NAME} - Status: {STATUS}. {TRACKING ID}

• ETA update notification emails are sent when the ETA on your ticket is updated. Subject pattern:

Case ETA Update - Case ID: {CASE NUMBER} - Customer: {CUSTOMER NAME}} - ETA: {ETA}. {TRACKING ID}

• Emergency ticket emails are sent when you declare an emergency or your emergency ticket’s status is updated. Subject pattern:

Emergency {STATUS} - Case ID: {CASE NUMBER} - Customer: {CUSTOMER NAME} {TRACKING ID}

• Ticket comment notification emails are sent when there is a new comment in your ticket. Subject pattern:

Case Comment Notification - Case ID: {CASE NUMBER} - Customer: {CUSTOMER NAME} - Status: {STATUS} {Tracking ID}