Using the Support Portal

This document describes how to use the support portal to create and manage your cases.

Prerequisites

• You should have a customer account provisioned for you. If you don’t, request one using this form.
• Log in at the support portal.

Create new cases

To create new cases, click Create a case and select the needed case type. Alternatively, click on the case type on the landing page. When creating cases, use the recommendations in Share secrets with the Spryker Support team.

Case Assistant guides you through the process of creating your requests by asking questions making sure they are routed properly.

The following are the top-level categories of cases 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 cases, 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.

Request help with Alumio

Report problems with Alumio, request its provisioning for your environments, or schedule an appointment with Alumio Support.

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 cases 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 cases

Clicking on Our Cases opens the list of cases you’ve opened. To take a look at the details of a particular case, click on the case number. On the page of a case, you can take a look at the communication history, view the status of the case and associated Jira ticket, or ask to reevaluate the assigned priority.

Case receipts and notifications

When creating a case, or when there are meaningful updates to your case, like a status change or new comments, you will receive email notifications. Notifications are sent to the email address associated with the Support Portal account that was used to create a case; optionally notifications are also sent to the email address specified as “Additional Contact to notify” in the Case Assistant.

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

• Case confirmation emails are sent when you create a case 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 case is updated. Subject pattern:

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

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

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

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

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