Where should you go for support?
You can access our Portal here: frontend-support.getshogun.com
Registering on the Support Portal
We recommend registering for an account by clicking the menu in the top right. This helps you keep track of the tickets that you have previously submitted and also allows our team to add you to an organization - meaning that you'll be able to share your tickets with your teammates.
Submitting a ticket
There are a couple of options that you can use to submit your questions to our team. You can use the Technical Support for technical queries, but if you are unsure you can also use the Other Questions. These can include, but are not limited to:
Questions about functionality
Questions about compatibility
Requests for our team (new users, deleting Content Groups, etc.)
Bugs (including critical bugs)
Revenue affecting critical bugs can be posted in your shared Slack channel, if available. Submitting a ticket along with this is very helpful for tracking purposes.
Bugs can be split into two categories - you can Report a Bug through our portal to let us know of a non-critical issue that you are experiencing, or use the Report Critical Bug option for a critical bug. When submitting a bug, please try to let us know the impact that this bug has on your store - for example, "this is affecting how we use the app" or "this is preventing a new product launch".
Shogun Frontend would not be where it is today without the feedback of the people who use it. We are incredibly grateful for the valuable input and suggestions we have received from our users over the years. Your feedback has played a crucial role in shaping and improving the product.
Please note that as of now, Shogun Frontend has been deprecated and is no longer actively developed. As a result, we are no longer accepting new feature suggestions for this product. However, we want to express our sincere appreciation for your contributions and support, which have been instrumental in making Shogun Frontend a success.
Please feel free to send any questions you have to your dedicated Account Manager-- if you are unsure of whom this is, feel free to use the Account Questions category and we will investigate this for you.
How we provide support
Step 1: Triage
The most important step in providing you with support is triaging the issues that come into the team. We look for certain features and characteristics of a ticket to ensure that we can prioritize as needed. For example, a bug report would have a higher priority than a feature request. Here's what we look out for:
Is this revenue affecting?
Is this critical?
Is this issue going to block or delay a launch date?
Is this issue going to cause frustration for the client in the near future?
Does this affect other clients?
Step 2: Acknowledge, investigate and answer
Once we have triaged the ticket, we will investigate this and gather as much information as we can - this will involve:
Reviewing the store and any links that you have already sent to us
Asking you for any more information we deem relevant
Clarifying any details that we are unclear of
Step 3: Escalate
In certain circumstances, our Support team is required to escalate tickets onto our engineering team - we'll let you know if that happens. At this point, we are unable to give a timeframe - however, we do use internal processes to prioritize tickets to ensure everything is resolved in a timely manner - this helps us ensure that our engineering team can help all of our clients.
We use a standardized internal matrix to determine the severity level of a ticket that comes into Support or through any other channel. We have built-in exceptions to this process, too.
Our Support team may loop back to Step 2 if our engineering team needs further information on the issue that you are having - this is an important step to ensure that our engineers are able to investigate the issue.
Step 4: Resolve and close the loop
The support team will always close the loop with you and update you on the information that our engineers have passed onto the team. We'll leave the ticket open until we hear back from you that this issue has been resolved - please confirm with the team once you have a chance to test.
Checking the status of Shogun Frontend
We recommend subscribing to the Shogun Frontend status page in order to get alerts about Shogun Frontend outages, third-party outages or maintenance that may affect your ability to use the Shogun Frontend application.