Welcome to Infigo Support

In this article we will introduce you to our Infigo Support Team and walk you through how to make the most of our help centre, our Infigo Academy and the knowledge in our team.

Our primary support tool is our Support Desk. Behind the scenes we have a dedicated and skilled team of support agents ready and waiting to provide first class technical support.

The Help Centre 

First things first, please create a Zendesk Account. You'll use this to submit tickets, interact with the Support Team on existing queries and refer back to anything we've resolved. 

When you log into your account you'll see a list of all your tickets and their status. You will also use this account to communicate with our agents. If you'd like to create an organisation in Zendesk and have visibility of all tickets in your organisation, then please let us know and we will link the accounts.

We have created, and continue to create a wealth of information to help our customers find the solution without needing to submit support tickets, accessed on our Infigo Academy platform. 

• The Infigo Academy. A library of video content at our fingertips hosted on a purpose built learning portal. You'll find video tutorials and written articles showing you exactly how to navigate the admin section of your platform and / or storefront. Please note: Access to the Academy requires a separate login. You can register yourself on the home page in seconds.
  
• Your Custom Built Knowledge Base. As you and your colleagues submit tickets you'll be building a bespoke knowledge base of questions and answers. You guessed it... log into your Zendesk account and review previously submitted tickets, looking over answers the Infigo Support Team have given you in the past. 

Getting in touch with Support 

All requests requite a ticket which need to be created using the ticket form (they cannot be submitted via email). To help us, help you, please follow these steps when contacting us: 

• Check the Infigo Academy - Before you raise a support ticket please check for guidance on how to configure or setup a feature or setting. We are constantly adding to the articles and so there's a good chance you can find what you are looking for here first.
• If you haven't already done so, create a Zendesk account, if you've done that then please log in
• Please follow the ticket form and complete every field. The more information we have, the easier it will be for us to triage your request.
  • If its a query (a question) then we will be able to answer it for you nice and quick
  • If its a bug then we need as much information as we can get to attempt to replicate the issue and find a fix.
  • If its a Development Request or a Professional Services Request, then its important to understand your why. If we understand the end goal, then we can solutionise it for you. 
• You'll get notifications of ticket responses via email, so keep an eye out for our replies. 

Ticket Response Times 

Infigo Support first response SLA for Queries, P3 and P4 Bugs, Development Requests, Professional Services Support, New Bindings / SSL installations and renewals / Single Sign On configuration and new module requests is 8 UK business hours. For example, if you submit a ticket at 0900 GMT, you will receive a reply before 1700 GMT. If you submit a ticket at 1300 GMT, you will get a response from us before 1200 the next working day. 

However, this is contractual and our customers typically get a first response in less than 3 hours (statistics for the above mentioned ticket types from January - November 2023). 

For P1 and P2 Bug tickets, we endeavour to respond to these as quickly as possible. They have an SLA for 1 hour in UK business hours (0900 - 1800 GMT), however typical response times are 0-30 minutes.

Please see your contract for the full and complete Service Level Agreement.  

Ticket Priorities Explained 

The Support Team will aim to get back to you as soon as possible, however if you're supporting a Bug ticket, please take note of the bug impact level: 

• Critical P1 "Stops us from using the system completely" - essentially this means your storefront is preventing you from taking orders. 
• Major P2 "Has a major impact on our business" - this could be that you're able to take orders, however your MIS is reporting errors. 
• Medium P3 "Impacts only some users or scenarios" - one of your users may be having trouble submitting an order. 
• Minor P4 "This is an inconvenience" - one of the tools or settings isn't working as expected, but its a nice to have and isn't preventing you from using the storefront. It could be that you have a workaround. 

Custom Binding and SSL Certificate implementations and renewals

New bindings, SSL implementations and renewals require 2 weeks to complete. This is because we deploy every 2 weeks and these changes are rolled out with deployments. 

When settings up a new storefront please submit a binding and SSL ticket without undue delay. 

New Binding & SSL Implementation 

For SSL Certificate renewals we also require 2 weeks. If needs be we can expedite this process, however please note the charges will vary. 

SSL renewals. 

Please note: we do not offer rush fees for new bindings and new SSLs. 

Custom Development Requests Explained: 

You may want to get in touch with Infigo Support to discuss a change to the way the solution works. If you do, then simply submit a "Development Request" ticket, making sure you fill in as much information as possible. 

All Development Requests will be quoted, however, we appreciate that some of our customers will want to share their ideas with us and may not want to pay for custom development. That's ok! In fact, we love hearing ideas and possible improvements, so please submit them as a Development Request but let us know its just an idea that you'd like to share with us. 

• Once we have all of the details, we will raise an internal DR (development request) with our Dev Team. 
• They will provisionally quote the work. This means that they will give a high level indication of costs, so you can decide if its something you'd like to go ahead with. 
• If you approve this, then they will write a full specification for the job and give a rough timeline for delivery of the task. 
• The Support Team will keep you updated throughout, however once the formal quote has been approved, you may hear from us less. 

Here is an insight into the process: 

Tools - help us, help you 

When submitting a support ticket we encourage you to give us as much information as possible - "more is more". Here are some ways that you can help explain your request: 

• Attach screenshots of what you're seeing - when doing this please add the whole screen. There may be something we see in the background (the browser, operating system, device type, settings, etc). 
• Give us specific order IDs, job IDs, usernames, unique product IDs (not names), product variant IDs etc. 
• If you're seeking support with Invent then please attach the MEX file. We can't do much without it!
• We sometimes use Loom to communicate with customers. Its a great FREE tool where you can record your screen whilst talking through the problem at the same time. Simply include the link in the ticket description so we can see what you're seeing. 
• If you're working with a third party please include a point of contact that we can get in touch with if needs be. 
• If you raising a bug or an issue, we always ask you to replicate the issue first so you're able to provide clear and concise steps & information pertaining to the issue.

Frequently Asked Questions