Support Guidelines

What is the purpose of support?

Provide assistance and guidance to retailers regarding our products.

What does support do

Resolve basic technical and configuration issues (L1 support) via ticket and chat
Solve "Where can I find…?" type queries related to general application settings
Provide a reference link to available documentation for “How do I…?” questions
Resolve application outages
Identify and report bugs
Escalate L1 issues to L2 support as needed

How do we do it

Support requests must be submitted via the support portal or chat.
Tickets are prioritized according to the severity level
Severity 1 (urgent)
A problem that severely impacts the use of the software in a live environment (such as loss of data or complete malfunction of a live system). The situation prevents the retailer from using the software and there is no procedural workaround available.
Severity 2 (high)
A problem where the software is functioning but the functions in a live environment are severely reduced. The situation has a high impact on parts of the retailer’s business operations and there is no procedural workaround available.
Severity 3 (medium)
A problem that involves partial, non-critical loss of use of the software in a live environment. There is a medium-to-low impact on the retailer’s business, but the business continues to function, with or without a procedural workaround.
Severity 4 (low)
A question regarding general software usage in a live environment where there is low-to-no impact on the retailer’s business and the performance or functionality of the system. The business continues to function, with or without a procedural workaround.
Any question where the installation is still in setup mode.
Resolution time is “best effort”. Response times are as per SLAs.
Tickets are limited to a single subject / issue per ticket. If multiple issues are reported together a separate ticket will be created for each issue.
As support is provided free of charge it is subject to a fair use limit. Fair use is based on how most retailers use the service and helps us make sure we can support all our retailers fairly. If we believe support use is excessive and unreasonable, we may need to negotiate additional charges for our services based on the retailer’s particular requirements.

What support doesn’t do / what isn’t covered by our standard support service

Onboarding (paid for service)
Make changes to system configuration or set up (paid for service)
Examples:
“Can you set up … for me”
“Can you change … for me”
Tickets where we identify the issue is incorrect configuration. These should be passed back to the retailer with FAQ / explanation of what / how to change
Revision / reconfiguration of system for existing customers (paid for service)
Examples:
“We’re moving platforms can you … for me”
“We’ve added multiple locations in Shopify and now our stock figures are wrong”
Client training (paid for service)
Data import / data migration (paid for service)
Listing optimisation (paid for service)
Listing / store review if not performing (paid for service)
Provide support for instances where the software has not been installed, operated, or maintained in accordance with our recommendations
Provide support or troubleshooting for any third-party apps or software Omnivore may connect to (e-comm platforms etc)

Differences in the support level provided for different retailers

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Enterprise

Account Managed

Retailers over $50k/mth

Others

L1/L2 support via support desk

Yes

L1/L2 support via Account Manager

Yes

Phone support via Account Manager

Yes

Ticket Prioritisation Default

High

Medium

Low

Response time

As per SLA

Weekend Support

Emergency Only

Main Response Type

Tailored

Combination

Canned Response / FAQ

Zoom session and /or outbound phone calls

Yes, via Account Manager

Yes, after qualification and attempt to solve via ticket first

Approval from Team Leader needed first

Free Onboarding

Yes

Configuration Changes done by CBS (e.g. Can you set up a promotion for me)

Yes

Revision / Reconfiguration done by CBS (e.g. moving platforms)

Paid

Client Training

No / Paid

Data Import / Migration (e.g. adding UPC codes, Amazon bullet points)

Listing optimisation