Support Process
Updated December 2024
If you have any questions or comments regarding the following you can contact us and we will be happy to help.
Our support team's working hours
Our support team's working hours are 09:00 to 17:00 (Current UK Timezone), Monday to Friday, excluding UK public holidays which are documented at https://www.gov.uk/bank-holidays.
Support Hours Budget
Your license includes a monthly allowance of 8 hours of general support.
We will keep you updated on how this allowance is being utilised and notify you if any requests exceed the allocated hours. Should you require additional support beyond this budget, we are happy to assist at our standard daily rate, charged on a pro-rata basis.
Raising a Support Call
The following process should be followed when you need to raise a support call with us:
1. Raise a call with us via our support email, providing as much detail as possible
Use our support email only
Support calls are raised using the email address support@myprintstreet.com.
Do not contact us via any other method as a response is not guranteed and your call may not be progressed.
We will reject calls with a lack of detail as we will not be able to prompt an efficient investigation.
Specifics
Always add order numbers, item numbers, SKUs and anything else we need to identify the issue. Consider whether you should include the following:
- Relevant order numbers
- Relevant product names / SKUs
- Replication steps
- Business severity (from your POV)
Replication Steps
Specify clearly the steps you take to replicate the problem.
Video
A video of the problem showing what you expect to see or how to replicate the problem is really helpful.
Screenshots
If you are unable to produce a video then screenshots are a good replacement.
2. We will triage, categorise and prioritise the call and determine an appropriate response
Call Priority
The following is a list of severities and their definition:
| Call Priority | Definition |
|---|---|
| Urgent | The system is completely inaccessible or a critical process is broken with no work-around possible - e.g. unable to print any orders, orders not being received. |
| High | A critical process is broken or impacted, a workaround is possible - e.g. Shopify fulfilment is not being marked as completed, we're doing it manually until fixed. |
| Medium | A process is broken or impacted, but it's not critical, e.g. - The product shortcut on the Order Manager does not work when clicked, we have to copy and paste the SKU. |
| Low | No business impact issue, e.g. spelling mistake, cosmetic issues, minor translation issues. |
Business Impact
We appreciate that the above severities may not match the business impact of an issue.
If you need to communicate the business impact, such as 'we can't produce orders quickly enough until fixed' please make this clear on the ticket with as much detail as possible - we may be able to help with a work around
Please do not abuse the Business Impact - if you mark everything as urgent we will automatically down grade the response times to protect the team from interruptions
Feature Request
If the call is deemed to be a feature request then we will progress using our Feature Request Process. Before handing over the call, our support team will gather all the requirements needed to estimate the development needed.
3. We will progress the call based on the category and priority
Response Times
The following are our Response Times for the above:
| Call Priority | 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.
4. On a weekly basis, we will send you a review of your allocated support budget
Support Hours Budget
Your licence includes a monthly allowance of 8 hours. We will keep you updated on how this allowance is being utilised and notify you if any requests exceed the allocated hours. Should you require additional support beyond this budget, we are happy to assist at our standard daily rate, charged on a pro-rata basis.
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 (Current UK Timezone). On occasions, we need to deploy emergency changes outside of these times but these will be kept to a minimum.