Overview

Although we strive to make sure you never need to contact Shipium for customer support, issues can arise that you need help to resolve. These can range from questions and minor issues, to major system outages.

This section describes:

• How we prioritise requests for support
• How to raise a support ticket

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Shipium Customer Support Help Center

To submit a Help Center request, you must raise a customer support ticket.

Go to Shipium Customer Support ticketing system.

Your ticket will automatically be assigned to a Shipium staff member with the expertise to help resolve the problem.

About the priority levels

When you submit your Help Center ticket, you will be asked to assign a priority level to it.

If your issue is	Select	What will happen
Related to an outage or other major issue requiring 24 hour hour support	Priority level 1 (P1)	This will page our team day or night, 7 days a week.
an outage or other major issue, but itcan be handled during business hours	Priority level 2 (P2)	This will be handled like a P1, including paging and escalation, but only during business hours (M-F, 6AM Pacific - 9PM Pacific).
Related to a minor issue or question about Shipium products	Priority level 3 (P3)	You'll receive an answer within 24-48 hours.

How to submit a Help Center Shipium Customer Support ticket

1. Access the Help Center.
2. Click Shipium Customer Support.
3. Choose from two categories: Support or General.

4. Submit a Support ticket request for help with:

• Carrier Selection (carrier selection, labels, or a specific carrier)
• Delivery Experience (delivery promise, tracking, or other delivery experience products)
• Shipium Console UI Problem (including both configuration and reporting).

Submitting a General ticket request

Submit a General ticket request for help with:

• licensing and billing questions (licensing, billing, or other Shipium contractual questions);
• other questions (any and all other questions that don't fit into the previous category);
• suggesting a new feature (we want to hear your ideas); or
• suggesting improvements (we'd love to know where we can do better).

Completing and sending the customer support ticket form

After you have chosen between the Support or General, categories, you'll see a form where you can provide details about your issue.

1. Enter information about your issue in the form's fields.
2. When you have completed the form, click Send.

The following table describes the most common fields on the form:

*Not all fields marked as_Required_are required for every issue category

If all else fails, you can contact us by email

If there is an outage or a major issue

The best option is still to submit a ticket via our Shipium Customer Support Help Center. However, you can email us at [email protected] 24 hours a day if you have an outage or a severe issue that needs an immediate response.

This should be a method of last resort. Entering your request and marking it as P2 during business hours or P1 during non-business hours via our Help Center is the most efficient way to bring your issue to our attention.

Using the outage email information template

If you choose this method of contacting Shipium Customer Support, please send detailed information for us to address your issue. In general, you should provide the information shown below in your email.

We suggest that you copy and paste the text below as a template for your email communication:

Issue Start Date:
Issue Start Time:
System or Systems Impacted: (Carrier Selection, Label Generation, etc.)
Contact Person Submitting The Issue: Jane Customer
Contact Email: [email protected]
Contact Phone: +1(206)123-4567
​
Problem Description:
  A detailed description of the issue that is occurring and when and how it was noticed.
  
Problem Impact:
  How this is impacting your company, e.g. "Many requests are timing out, meaning packers cannot get labels."
  
Problem Example(s):
  Some examples that will demonstrate the problem if possible. 
  This could be shipment IDs, sample calls, etc.
  
Problem Location:
  Where the problem is occurring. e.g. "NV FC" or "All FCs"

How we follow up an Outage/Major issue

After you submit your email to [email protected], you'll receive a response within 15 minutes from the person handling the issue.

If the Shipium staff member addressing your problem determines they need more information to start resolving your issue, they may email you to start a conference call (or Zoom call) to discuss the issue in more detail and get information needed to resolve the problem.

If you have questions or want to report bugs/minor issues

The best option is still to submit a ticket via our Shipium Customer Support Help Center and mark it as P3 (priority 3, mid-level).

However, you can email us at [email protected].

You'll receive an answer to the question you send to Help within 24-48 hours. If you have an issue that needs to be fixed, we'll also create a ticket in our issue tracking system and provide updates to you about your particular issue.