Support for your Clearnine SolutionExperiencing an issue? Start a support ticket - email firstname.lastname@example.org
Experiencing an Error Message?
Website not working like you think it should?
Have a question about how something works?
Want an enhancement to the site?
Wondering how long it will take to get a response?
When you submit your email to ticketing system, you’ll receive an automatic response letting you know ticket has been created. A real person response should happen within 2 hours if the ticket was created during regular working hours. Sometimes, very rarely, it could take longer. We triage the tickets if there is more than one. If your customers can’t place orders, that’s urgent and we’ll address that first.
If you open a ticket after hours, we’ll generally answer the next working day. During busy seasons, such as the holidays, we sometimes will respond during off hours as we understand how important your customers are to you. Less down time = more sales.
For enhancements, we’ll contact you at our first opportunity to go over the new features you’d like to see on your site. Sometimes, this can take a little more time to get back to you.
How to start a support ticket
You can send an email to email@example.com
You can also use our support form
Information to include:
- Detailed description of the issue
- Give specific examples, order number, customer number, etc
- Details of what is incorrect and what the correct information should be
- Any error messages should be completely documented
- Screen shot if possible
- Any other actions that have been taken