Out of Hours Support: Reporting and Advice
Out of Hours Support: Reporting and Advice
Tel: 01223 750371 E: [email protected]
The actual cover is post every work day from 5.30pm until 9.00am the next, and of course 24 hours over Saturdays and Sundays, with Bank Holidays working as weekend days.
Please do try and contact your assigned Aurora Commerce Account Manager first should the issue appear close to our 5.30pm work day closure time, in case they are still present and as such able to process the issue for you.
If your Aurora Commerce Account Manager is unavailable, or it is well past 5.30pm, we please ask that you telephone our Support Hotline on: 01223 750371 and then email the Support Team @: [email protected] as a follow up.
Your contact will then be addressed by our Out of Hours support team.
The JIRA Service Desk in NOT monitored during the 5.30pm until 9.00am support window.
What you should do...
Before reporting anything to Aurora Commerce during the Our of Hours (OOH) support periods you should first please:
If the website is believed to be down / off-line, this should please be verified before contacting Aurora Commerce Out of Hours support.
It should be proved the site is inaccessible from more than 1 network / location (i.e. from more than one office or home) and for more than a period of 1 minute.
- Check if the answer to any of the following questions is "Yes" and if so, please feel free to contact Aurora Commerce Out of Hours support, skipping steps 2 and 3:
- Is the site down / off-line?
- Is the site unable to process transactions correctly?
- Is the site unable to process / accept payment correctly?
- Is the site is unable to process orders correctly?
- Is the site not updating stock correctly?
If the answer to all of these questions is "no", then this will very likely be something that should not be reported to Aurora Commerce Out of Hours support.
- Check the "Things Aurora Commerce do not support..." section below to please ensure your request does not fall into one of these categories. If it does, please do not contact Aurora Commerce Out of Hours support.
- Check the "Out of Hours Checklist" below to see how you may be able to solve the problem yourself and / or decide what is best to do.
Things Aurora Commerce Out of Hours support do not handle...
Most requests should be left and made during normal working hours, but on occasions an issue can be seen to be quite urgent and so some confusion can arise as to if it should be considered something Aurora Commerce will, or should respond to during the Out of Hours support windows.
To help clarify what will be responded to, please find the following list of things that we will NOT be able to respond to:
- New Work Requests.
Even if the new work is intended to deal with some urgent issue, all new work must be passed through your assigned Aurora Commerce Account Manager during normal working hours; the work being booked accordingly following our standard workflow processing. This includes new features previously discussed or agreed upon as billable. - Sales or Promotional Questions.
- 3rd Party Shipping Services.
Services such as MetaPack will only be investigated during normal working hours, as such systems do not constitute a critical interruption of service, as orders can still be taken. - 3rd Party Marketing/Reporting Feeds.
This includes but is not limited to:- Google Product
- Affiliate Window
- Feefo
- The Site is Slow.
Unless the HTML generation time (the time it takes for the server to respond with the HTML) exceeds 6 seconds, this cannot be investigated during the Out of Hours support windows. We would ask that you also please use 3rd party services to determine the issue is not simply just your connection. - Aurora Reporting issues.
- Site / Affiliate Tracking Issues.
This includes but is not limited to:- Google Analytics
- Google Adwords
- Any and all affiliates
- Coremetrics
- Shop2Market
- General Aurora Usability Questions or Queries.
I.e. if you do not know how to use something and require more information, this must be requested during normal working hours via your assigned Account Manager. - 3rd Party Sales Channels.
If you find a third party site on which you are selling your products is not listing products correctly, or not at all, then you must disable the products and please report the issue to your assigned Account Manager for the matter to be dealt with during normal working hours.
This includes but is not limited to:- eBay
- Amazon
- Any and all Design / Front-End Template Issues (Whether that is issue with colours, images, layout, presentation or functionality).
As Aurora Commerce do not manage the Design of Templates, any Template issues will be rejected unless they are found to be critically interfering with the taking of orders. Under such circumstances please be aware that Aurora Commerce may intervene to offer advice or a solution, but doing so may result in the loss of Design work performed not by Aurora Commerce, which Aurora Commerce cannot be accountable for.
If your request falls under ANY of these topics then it will be rejected by Aurora Commerce Out of Hours support. In instances where this occurs we please ask you contact your assigned Aurora Commerce Account Manager during normal working hours for assistance, following our standard workflow processing.
If orders can be placed and products are listed correctly on a site then the reported issue will likely be rejected by Aurora Commerce Out of Hours support.
Aurora Commerce cannot be asked to investigate potential issues, we can only address confirmed issues; for example there has to be more proof than say 'sales being low', for a site being inaccessible or down.
Out of Hours Checklist
When you find an issue on your site, please ask yourself the following questions about the issue before contacting Aurora Commerce Out of Hours support:
- Does this fall into any of the categories described in the "Things Aurora Commerce do not support..." section above?
_If "Yes", please do not call OOH support.
_ - Is it possible and have you checked if anyone in your company has, or is making changes to the site that is causing the problem?
If "Yes", please do not call OOH support.
If "You have not checked", please do not call OOH support.
While Aurora Commerce will of course look into any issues that take down a site, it could take the Aurora Commerce Out of Hours support team an hour or more to fix something put in place by an operative not working at Aurora Commerce that may only take that external operative 5 minutes to amend, as they know what was changed, how it was changed, and so they are able to revert this change far quicker.
Please therefore do check this possibility out before contacting Aurora Commerce Out of Hours support.
- Can you possibly deal with the issue yourself until such a time as your assigned Aurora Commerce Account Manager can be contacted during normal working hours?
If "Yes", please do not call OOH support.
It may be the case that you can manually correct or disable a service, product or page to prevent the issue being a critical problem, until the next working day. If so this should be done, and please note that this will likely be the recommendation of the Aurora Commerce Out of Hours support team should this be achievable.
- Is the issue related to a 3rd Party and have you contacted them to see if their service is operating correctly?
Errors where you have not checked with a 3rd party to confirm if they are having any issues or not, e.g. whether PayPal is down for example, can take longer to resolve rather than getting in touch with the provider directly or checking their status pages. - Have you read the Aurora Commerce User Guides: Home to seek help on the subject?
These contain lots of helpful guides regarding Aurora's features and even 3rd party services that may help you understand why Aurora is behaving the way it is or how to prevent a certain behaviour. - If you follow up on any report with related written communication, we please ask that you check the Tips on Submitting Issues document first.
Updated about 2 years ago