4. Procedures

This section explains how the customer is to report a support request to Sana Commerce and how Sana Commerce will handle the support request.

Customers can report a support request as follows:

  • Ticket (user questions, bugs, change requests, etc.)

  • Phone (show stopper)

Sana Commerce will respond to the support request within the agreed upon response time via phone or email. Sana Commerce will then execute the support request. When a support request can be resolved without development, Sana Commerce will resolve the support request according to the aforementioned delivery times.

4.1 Bug Report & Fix

Please follow the instructions below when creating a ticket to ensure the fastest treatment for your request:

  • Use a clear subject title

  • Indicate the steps taken to create the bug, what the bug is doing, and what should actually be occurring.

  • If possible, provide at least one print screen of the issue and the URL on which the bug occurs.

  • Respond to responses and/or comments by Sana Commerce in a timely manner.

NOTE

Sana Commerce determines if a reported problem will be defined as a bug and when/if it will be fixed based on priority and workload.

4.2 Showstopper Support Policies

4.2.1 Description

Reserved for catastrophic failures — exceptions, crashes, corrupt data, etc. that (a) prevent somebody from completing their task, and (b) have no workaround. These should be extremely rare.

Examples:

  • Some or all the users are unable to log in.

  • An incorrect price is displayed in the web store, is visible to all users and cannot be adjusted by the customer.

  • The website is displaying an error message and is no longer online.

These issues are fixed immediately and deployed as hotfixes.

NOTE

Sana Commerce cannot guarantee a 1 business day fix time for show stoppers caused by 3rd parties (ERP, PSP, etc.)

For customers situated in Asia Pacific, on-call support is available for showstoppers and urgent issues from 7:00AM to 6:00PM AEST/AEDT on business days.

4.2.2 Procedure

When a customer encounters a show stopper on the Sana Commerce platform, it is mandatory to first create a ticket in our ticketing system AND then report the show stopper via telephone. The show stopper is to be resolved within 1 business day. Sana will then provide an explanation of the problem and solution.