Contacting Shipium Support

Overview

We do our best to make sure that you never need to contact us, but issues will come up from time to time and so we want to make it simple for you to contact us.

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

You can email us at [email protected]. Questions sent to help will be answered within 24-48 hours and if they involve an issue that needs to be fixed, we will also create an issue in our issue tracking system and provide updates on that issue.

If there is an outage or a major issue

If you have an outage or a severe issue that needs an immediate response, 24 hours a day, you can email us at [email protected]. Please do not use this lightly and please send enough information for us to be able to address your problem! In general, you should provide the information shown below in your email (copy and paste the text below as a template).

Outage email information template

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"

Outage/Major issue follow-up

After you submit your email to [email protected], you will receive a response within 15 minutes from the person or persons handling the issue. If it is needed, 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.


Did this page help you?