Order Management System (OMS) reached end of support in October 2024.
The documentation available here is intended for historical reference only and is not maintained.
For other Commerce-related documentation, see Adobe Commerce Documentation.

Customer Support Process

Overview

Customer support is a vital part of the total Magento Order Management customer experience.
We are dedicated to ensuring that every support issue is resolved to your satisfaction. To enable you to maximize the return on your investment, we offer a customer support plan designed to meet your business needs.

This document provides an overview of the Magento Order Management Customer Support services and how to utilize them.

Introduction

As defined in the License Agreement, Magento uses commercially reasonable efforts to provide Company’s systems and authorized users with access to the Magento Order Management solution for use with the Company Online Stores and Company Retail Stores. The Magento Order Management solution is a software-as-a-service platform with support for the following capabilities: distributed order management, global inventory tracking, omnichannel fulfillment, and customer service.

To ensure that your experience with Customer Support is as effective and efficient as possible, we would like to define the following roles and share some best practices that can accelerate the problem-solving process and enhance your customer service experience.

Roles and Responsibilities

  • Customer Roles and Responsibilities: Customer Support can work most effectively with your organization by collaborating with a regular set of contacts for technical issues. We realize that you and your company may have multiple individuals in these roles, so we recommend utilizing a distribution list, as currently our Support Case Management system supports one (1) technical contact per customer account.

  • Customer Support Analysts: Customer Support Analysts (CSA) are the support team members who handle your support requests. Whether the request is logged through the customer portal or via a call to our support center, they will be your point of contact for issue resolution.

Their responsibilities include, but are not limited to:

  1. Handling inbound phone calls and accurately documenting your support requests into our case management system
  2. Performing initial problem investigation and when possible, problem replication and isolation
  3. Setting appropriate expectations regarding response times, follow-up, and needed information based on your support agreement and the priority of the issue being reported
  4. Collaborating with product development to address feature requests and other product enhancements

Support Request Life Cycle

Whether you contact Customer Support by phone or web portal, your Support Request is promptly logged and your issue quickly assigned to the appropriate individual.

Support Request Stages Include:

  1. Collecting information to help troubleshoot the problem
  2. Submitting a Support Request
  3. Working the problem by the appropriate Customer Support Analyst
  4. Closing the Support Request

Collecting Information

These guidelines describe the information Customer Support needs to begin diagnosing the reported issue. Please attempt to gather as much pertinent information as you can before you contact Customer Support.

Record Any Recent Change
Check to see if any changes have recently occurred in any of related systems that are connected to Magento Order Management or any configurations within OMS.

Submitting a Support Request

All Magento Order Management Merchants or Partners can reach Customer Support via our online portal, or telephone.

Submitting a Support Request Online Via Our Support Portal
Submitting a Support Request online via our Merchant or Partner Portal is the fastest method to file a support issue and is available to all Magento Order Management Merchants and Partners.

Customer Support Portal - https://support.magento.com/hc/en-us

Customer Support Account

Within our portal, you have the ability to:

  • Open a new Support Request
  • Request closure of a Support Request
  • Look up legacy support cases

Calling Our Customer Support Center for P1 Issues
For “P1” issues call 1-877-282-7436 or outside the US +001 310 945-1310

Working the problem

A Customer Support Analyst (CSA) is assigned to your Support Case and will own your issue until it is mutually agreed that the case can be closed. Occasionally, Customer Support may reassign a Support Case from one CSA to another, due to time zone differences, or if different product expertise is required.

The assigned CSA will contact you by email and/or phone as appropriate during the resolution process. Your responsibility is to have the appropriate people and resources available to work with the CSA during the service hours defined in your support plan. The CSA will work with you to help resolve the issue, taking whatever steps are necessary to diagnose the problem and then find a solution.

This may involve:

  • Requesting additional information
  • Verifying bugs with our development/engineering team
  • Implementing and testing recommended workarounds that may avoid the problem

Support Request Escalation Policy
You can escalate a Support Request at any time by speaking directly with the CSA assigned to your ticket, or by requesting to speak with a Customer Support Manager.

The escalation process is especially appropriate in the following situations:

  • You need to communicate a critical business impact to Customer Support management
  • You are dissatisfied with the responsiveness to, or resolution of, your Support Request

We highly recommend that you contact Customer Support by phone for escalations. This will ensure that your request is directed to the appropriate resources as soon as possible to achieve a successful and timely resolution.

Closing the Support Request

After a Support Request is closed, you will be invited to fill out a short survey about your experience and whether our solution or recommendations have met your expectations.

Customer Satisfaction Surveys
Your feedback is one of the key ways we measure how well Customer Support is meeting your expectations. Our quest for continuous improvement values your feedback on our product quality, services delivery, and process improvements. Customer satisfaction surveys give you the opportunity to provide Customer Support with valuable information to help improve our interactions with you and design the support offerings that match your needs.

Levels of Customer Support Priorities

The Priority Level is a measure of the relative impact of the technical issue on your business. Accurately defining the priority level ensures a timely response and helps Customer Support to understand the nature of your issue.

Problem Priority

Upon receipt of a properly submitted technical issue affecting the Hosted Services, as specified on the Site, Support Services shall be prioritized, in accordance with the guidelines below, in the form of a P1, P2 or P3 production support ticket and such ticket level affects the efforts and timing of Magento’s response to the technical issue.

  1. System Application Outage – Unscheduled system application outage where customers are unable to use key systems and applications for work functions. The effect of their workload not being completed could have a negative impact on business. Resources will be assigned immediately and targeted to close within 24 hours.

  2. Priority 1 (“P1”) – A P1 is a crucial problem where a crucial core business function is severely impacted that will cause a significant loss of revenue in business. P1 problems must be reported on Magento’s toll-free support telephone number to expedite resolution. Magento will use continuous efforts 24x7x365, with appropriate escalation to senior management, to provide a resolution for any P1 problem as soon as is commercially reasonable Resources will be assigned immediately and targeted to close within 24 hours.

  3. Priority 2 (“P2”) - A P2 is a problem where a core business function is impacted and needs to be assigned either during business hours or at the beginning of the next business day. Magento will use efforts during its normal hours of operation, 24 hours a day, (Monday – Friday) to provide a resolution for any P2 problem as soon as is commercially reasonable. Resources will be assigned within 24 hours and targeted to fix within 48 business hours (excluding holidays and weekends).

  4. Priority 3 (“P3”) - A P3 is a medium-to-low impact problem that involves partial and/or non-critical loss of functionality, or that impairs some operations but is not causing an immediate loss of revenue. Magento will use efforts during its normal hours of operation, 24 hours a day, (Monday – Friday) to provide a resolution for any P3 problem in time for the next minor release of the Software. Resources will be assigned within 24 hours and targeted to fix within 14 days.

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