Ticketing submission workflow

How to submit support tickets to our Support team

Steps when submitting a new ticket:

1. Partner evaluates the need internally and submits to the ticketing system.

2. Partner can specify what classification they believe the request falls into ​(Error Correction (High/Urgent) items are alerted properly to the DevHub team for quick response)​.

3. Upon receipt of the ticket, tickets will be reviewed by DevHub and evaluated for proper categorization. Tickets with no classification supplied by Partner will be categorized by DevHub team.

Best practices for submitting support requests.

Classification Categories

Below are details on the types of support related tickets that we see from our customers. You can use this as a guide to determine what classification and priority level your inquiry falls under.

• Error Correction (Urgent)

• Error Correction (High Priority)

• Troubleshooting Request

• Configuration Change

• Question / Inquiry

• Change Order

Error Correction (Urgent)

Urgent priority issues with core functionality or platform outages.

Examples:

• System-level outages or errors affecting the loading of multiple site URLs within the project

• System-level outages or errors affecting access to the DevHub dashboard itself for multiple users

These tickets should be submitted with the priority: URGENT

Error Correction (High)

High priority issues with core functionality or platform outages.

• Isolated Single Customer, Site, Domain, Proxy or Module errors or outages on published products

• Bugs or error messages within the Dashboard or Site Builder that is not allowing you to load, save or configure existing or new products

These tickets should be submitted with the priority: HIGH

Troubleshooting Request

Investigating or assistance resolving issues experienced by Partner within the DevHub products. After initial investigation, the request would be resolved/closed or moved to Error Correction, Change Order, or Question / Inquiry classifications.

Examples:

• Checking and testing individual product configurations to determine if there is a bug

• Requests for standard exports of data from the system (contact logs, active site lists, etc) to help your team evaluate billing or support issues.

• Checking to see why a form is not delivering emails to a customer

These tickets should be submitted with the priority: NORMAL

Configuration Change

Configuration of existing DevHub features not requiring coding changes or deployment.

Examples:

• Global Header code added to all sites

• Enabling a new plugin that was not previously available

• User and group permissions additions or changes

• Adding a new template to the “Add Site” dropdown

These tickets should be submitted with the priority: NORMAL

Question / Inquiry

Question / Answer only - no updates completed by DevHub team.

Examples:

• General questions that do not fall within other categories

• Asking if we support a certain feature or functionality

• Question about how to add a module to a page within the CMS

• Question about adding image replacement to a Proxy

• Question on where to put a tracking code or call tracking code

In general we ask that questions or inquiries are directed to your Customer Success contact person on the DevHub team versus creating a ticket. If you don't know who your customer success contact person is, you can email [e-mail] or feel free to submit a ticket as priority: LOW and we will respond via email.

Change Order

Tickets determined to be requiring additional platform development or coding to support (i.e. Change Order or Customization)

Depending on Partner contract with DevHub and extent of the change, a Change Order might be implemented at the cost of the Partner which will need to be agreed to prior to development starting.

Examples:

• Custom template design, mockups or production of themes by the DevHub team

• Configuration of new features or fields on your Google Sheet integration

• Adding custom filters to support proxying of specific platforms or one-off sites not possible with the current toolset

• Adding support for a 3rd party widget in the Site Builder

• Adding a new module option or theme control

• Custom integrations of 3rd party tools or APIs

If you know that your ticket is part of a standard customization process already defined by you and your customer success contact, you can submit these requests as tickets with the priority: NORMAL

For all other inquires related to change orders and customizations, please contact your your Customer Success contact person on the DevHub team versus creating a ticket. If you don't know who your customer success contact person is, you can email [e-mail] or feel free to submit a ticket as priority: LOW and we will respond via email.