Understanding Our Support Process

This article explains how Shipber Support handles your request. This page sets expectations; it does not create an SLA. No SLA applies unless your Order Form references a separate SLA.

Ticket Lifecycle

1. Intake

• You contact Support via in-product chat (if enabled) or email.
• We may verify identity and role before discussing account details.
• A ticket is created. To keep messages on the same ticket, reply in the same email thread (do not change subject or sender).

2. Triage and classification

• We assess impact and assign a severity (see Severity Levels).
• We may request the checklist items (timestamps, request IDs, screenshots, redacted logs).
• If security risk is detected, we may temporarily restrict risky endpoints or credentials.

3. Investigation and updates

• We reproduce the issue and analyze logs.
• We may ask you to try a workaround or reproduce in a safe environment.
• Updates are posted in the ticket; add new evidence in the same ticket.

4. Resolution

• A fix, configuration change, documented workaround, or product guidance.
• For third-party issues (carriers, marketplace apps), contact the provider; they are responsible for their services.

5. Closure and follow-up

• We close when resolved or inactive after reasonable follow-ups.
• Reply to the same ticket to reopen if the issue recurs or new evidence appears.

Priority Levels

These priorities determine triage and handling order. They are not SLAs unless your Order Form expressly references one.

Your Part

• Provide impact, steps, exact error, timestamps with time zone, request IDs, and redacted evidence up front.
• One ticket per issue; open a new ticket for unrelated topics.

Security and Privacy 

• Rotate or revoke compromised credentials immediately and inform Support.
• Share the minimum necessary data; never send secrets or production credentials.