Purpose #
This article explains how Shopstars provides support to clients, which communication channels are used, and what response times can be expected. It defines how priorities are set and how clients should choose the correct channel for their requests. Clients should use this as the reference for understanding how to reach Shopstars and what turnaround times apply to different types of support.
Why Clear Support Channels Matter #
Without structure, support requests can be scattered across emails, calls, and messages, leading to delays and missed issues. By centralizing communication through agreed channels, Shopstars ensures all requests are logged, tracked, and resolved efficiently. Defined response times provide transparency, helping clients plan around known service levels.
Primary Support Channels #
Basecamp
- The official project management hub.
- All tasks, deliverables, and approvals are tracked here.
- Support requests entered in Basecamp become part of the project record and are visible to all stakeholders.
- Clients should always log bugs, requests, or approvals in Basecamp even if they are first discussed in Slack.
Slack
- Used for quick communication and clarifications.
- Best for urgent questions, time-sensitive updates, or real-time collaboration.
- Slack is not a replacement for Basecamp — official tasks must still be documented in Basecamp.
- Reserved for scheduled updates, reporting, or situations where Basecamp is not accessible.
- Shopstars encourages clients to avoid email for active issue tracking, since Basecamp provides better visibility and accountability.
Response Times by Priority #
Critical Issues (Store Down, Checkout Broken, Security Breach)
- Report in Basecamp immediately and follow up in Slack.
- Initial acknowledgment within 1 hour during business hours.
- Resolution begins immediately, with hourly updates until issue is resolved.
High Priority (Pixel Failures, Payment Gateway Errors, Major App Malfunction)
- Acknowledged within 4 business hours.
- Resolution typically within 24–48 hours depending on complexity.
Standard Requests (Design Tweaks, Content Updates, New Feature Requests)
- Acknowledged within 1 business day.
- Added to sprint or project plan with estimated delivery time.
Low Priority (Non-urgent Questions, Minor Adjustments, Clarifications)
- Acknowledged within 2 business days.
- Scheduled for resolution in next available sprint.
Availability #
- Standard support hours: Monday–Friday, 9am–6pm (client’s primary business timezone confirmed during onboarding).
- After-hours and weekend coverage is available for retainer clients with extended support agreements.
- Black Friday, Cyber Monday, and seasonal peak periods include dedicated monitoring by prior arrangement.
Client Responsibilities #
Clients must:
- Use Basecamp as the source of truth for all official requests.
- Provide full details when reporting issues (URL, device, steps to reproduce, screenshots).
- Follow escalation paths (Basecamp first, Slack for urgent follow-up).
- Respect defined response times unless pre-arranged priority coverage is in place.
Summary #
Support at Shopstars is delivered through Basecamp, Slack, and email, with Basecamp serving as the official record. Response times vary by priority, from 1 hour for critical incidents to 2 business days for low-priority questions. Standard coverage is during business hours, with extended coverage available for retainers. By following this process, clients receive reliable, transparent, and accountable support.
