Getting Support
A quick guide to
Partner Center
support channels
DynamicWeb Partner Center is the entry to DynamicWeb for all support, service requests or technical assistance, for example in relation to implementation of custom modules and templates, development on API´s, integrations outside standard setup, debugging custom code or templates.
We're committed to providing you with the support you need to make your experience with our products and services as smooth as possible.
Latest Changes
- Currently - everything is new
DynamicWeb Partner Center
DynamicWeb Partner Center is a single-point-of-contact for all requests in relation to operating solutions.
Our support team is dedicated to taking care of your concerns. We prioritize providing you with timely and effective solutions.
Hours of business
DynamicWeb Partner Center is open during business hours
(Monday through Friday 8:00 to 17:00 EST).
DynamicWeb Partner Center is closed on national holidays, Christmas Eve
(24 December) and New Year’s Eve (31 December).
All support and change incidents are to be submitted to DynamicWeb Partner Center by certified partners, via the following email address: support@dynamicwebusa.com
Submitting a Ticket
To streamline your support request, you can submit a ticket through our online portal - Freshdesk. This also allows you to track the status of your request and ensures that it reaches the right team.
When submitting a ticket please remember to:
- Submit only one problem, question, or request per support ticket
- Describe your problem or request clearly
- Describe how to reproduce your problem, including attaching a screen dump
- Tell us of any recent changes which have been made to the solution
- Include a username and password, if the page is requiring us to login, or if a user login is necessary to reproduce the problem
- Tell us how business critical the problem is and why - this ensures that your case will be prioritized correctly
Forum
Developer Forum is an active portal for our Developer Community where Certified partners can interact with other users and find answers to common questions. Our developers and support team actively monitors and participates in the forum to assist you.
In case of technical questions or in case of bug reporting post a request at our Developer Forum platform.
Escalations
Initiate Escalation of an issue.
Dynamicweb Care Partner Escalation process can be activated if an issue cannot be addressed within normal support level or requires higher-level intervention or attention.
All partners can request an escalation, but only Dynamicweb Escalation manager can initiate the process.
#1 - To start the process, please write an email with your escalation request to escalation@dynamicweb.com
#2 - Fill out an escalation form with all necessary information about the issue. This should be done even though a ticket on the subject already exist in Freshdesk.
#3 - The escalation manager analysis the situation in relation to, among other things, how business-critical the problem is. If the request is not approved for an escalation, the partner will be informed. NB. “not approved for an escalation” doesn’t mean we don’t take the issue seriously and handle it accordingly.
#4 - An escalation team, comprising experienced and specialized personnel, is assigned.
#5 - Clear communication channels are established by the escalation manager. Preferably a Teams channel for frequent updates and status meetings.
#6 - In-depth debugging and analysis are performed to identify the root cause of the problem.
#7 - Once the root cause is identified, the escalation team implements a solution to resolve the issue.
#8 - Once the solution is approved the escalation status is de-escalated.
Please fill out the Escalation form: ESCALATION
Troubleshooting
Documentation sites
Before reaching out for support, consider checking our documentation portals. You might find a quick solution to your issue.
Other Relevant
In addition to the channels listed above, we offer additional resources such as knowledge base articles, video tutorials, and webinars to help you make the most of our products and services.
Please note that some assistance and services from the Partner Center is based upon time and material.
Support and Services overview
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Standard support |
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| Assistance (delivered as time and material. Also standard for non-certified partners) |
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