Support Process

If you have any questions or comments regarding the following you can contact us and we will be happy to help.

Support Calls

The following process should followed if a support call needs to be raised:

  1. Raise a call by email on, providing as much detail as possible.  Read the Considerations of raising a Support Call section before sending the email.

    We will analyse the call to 

    • decide it's severity.  We will update the call with this severity.
    • decide on whether it is a Feature Request.  If it is we will raise it with the Customer Manager who will discuss the matter with you.
  2. We will schedule the call based on it's severity.

Call Severity

The following is a list of severities and their definition:

Call Severity Definition
Urgent Full system or key part of the Product down. 
High Examples - Order processing issues, Printing or Batching issues, Product creation blocking issues, Mockup generation blocking issues.
Medium Non-urgent but blocking tasks.
Low Cosmetic issue.

Business Impact

We appreciate that the above severities may not match the business impact of an issue.  Therefore, you can add the following to your Support Call so we can prioritise effectively.

Business Impact Definition
High i.e. Order impacting 
Medium i.e. Product Creation impacting

Response Times

The following are our Response Times for the above:

Call Severity Response Time
Urgent Within an hour 
High Within 24 hours
Medium Within 1 week
Low Within 4 weeks

Resolution Times

We will always endeavour to resolve problems as swiftly as possible.  However, we are unable to provide guaranteed resolution times.  This is because the nature and cause of problem can vary enormously.  In all cases, we will work to resolve the problem as quickly as possible.

Maintenance period

We implement changes to the Product regularly.  We always try to deploy updates between the hours of 22:00 to 00:00 and 05:00 to 07:00 (UK).  On occasions, we need to deploy emergency changes outside of these times but these will be kept to a minimum.

Working hours

Working hours are defined as 09:00 to 17:00 (UK), Monday to Friday, excluding UK public holidays.

NOTE: We do offer 24 x 7 support but that comes with the enhanced support licence.  

Considerations before raising a Support Call

To aide a quick resolution to any issue, here are some pointers to the steps you should take before raising the call.

NOTE: We will reject Support Calls if they lack detail as we will not be able to progress an efficient investigation.


Always add order numbers, item numbers, SKUs and anything else we need to identify the issue.

Replication Steps

Specify clearly the steps you take to replicate the problem. 


A video of the problem showing what you expect to see is really helpful.


If you are unable to produce a video then screenshots are a good replacement.

Support Call Checklist

Before raising your call have you included:

  • Relevant order numbers
  • Relevant product names / SKUs
  • Replication steps
  • Business severity (from your POV)

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