Premium support is a monthly service that helps ensure that your organization gets the most out of its commercebuild web store. This service provides monthly status calls, ticket priority, and a monthly allotment of consulting hours.
Monthly Status Calls
This 1-hour, monthly meeting between members of your organization and commercebuild allows us to review issues, such as bug tickets and feature requests.
It is also an opportunity to think strategically about where you want to take your store next. For example, you may want to begin selling a new product on your store, but are unsure where to start. Is it possible? How would the new product be set up?
With the monthly status call, we aim to keep your web store successful now and into the future.
Optionally, we can also provide a biweekly call, rather than monthly.
Support Ticket Queue Priority
With Premium Support, any issue your team submits will receive priority care. This ensures that fastest resolution possible for any ticket that your team may submit.
Note that emergency issues -- issues that severely impact the performance or usability of your web store -- will receive a response in less than 30 minutes, 24 hours a day, 7 days a week.
Priority Review of Escalated Bug Tickets
Any issues reported to our team which are deemed bugs (not feature requests) will receive priority so that they are resolved as quickly as possible.
Additionally, the commercebuild Customer Success team will try to help you implement a work-around to any bug that is discovered to reduce the impact of the issue as much as possible.
5 Consulting Hours per Month
The commercebuild web store is extremely powerful. As such, as your web store develops and requires more use of new and existing features, your team may require training to ensure optimal usage.
With Premium Support, your team can receive 5 hours per month* of one-on-one training and/or consulting with a member of our services team, on any web store feature of their choice.
To get Premium Support added to your account, please reach out to support[@]commercebuild.com or create a ticket via the Intercom widget in your web store admin. We will be back in touch with the next steps! 🚀
*Note that the hours are provided on an annual basis. However, no more than 10 Premium Support hours can be utilized per month.