Purpose #
This article explains how Shopstars manages errors, incidents, and ongoing support requests. It defines what qualifies as an error, how issues are reported, how they are prioritized, what communication clients can expect during resolution, and how accountability is documented. This serves as the authoritative reference for all clients regarding technical issues and support.
Defining Errors and Issues #
Not all issues are the same, so classification is critical for prioritization.
Critical Errors
- Checkout not functioning
- Payments failing
- Storefront inaccessible
- Tracking pixels not firing for purchases These issues directly impact revenue and customer experience.
High-Priority Issues
- Design or layout breaking on live pages
- Integrations failing to sync orders, products, or customer data
- Significant performance degradation These affect operations but may not fully block transactions.
Standard Issues
- Styling inconsistencies
- Copy or content updates
- Minor bugs in non-critical features These do not prevent business continuity but must be addressed in a timely manner.
Enhancements
Requests for new features, optimizations, or design changes are not considered errors but are handled through the project workflow or retainer tasks.
Reporting Issues #
All issues must be reported in Basecamp. This ensures traceability and a clear record of communication. Clients should provide:
- A description of the problem
- Steps to reproduce (where applicable)
- Screenshots or screen recordings
- URL where the error occurred
- Browser/device details if relevant
Critical errors may also be flagged in Slack for immediate attention, but they must still be logged in Basecamp for accountability.
Triage and Prioritization #
Once reported, the Project Manager classifies the issue and assigns it to the appropriate team member. Priorities are assigned as:
- P1: Critical, resolution initiated immediately
- P2: High-priority, scheduled within the next sprint or retainer cycle
- P3: Standard, addressed as part of routine maintenance
- P4: Enhancement, added to backlog or scoped as a new request
Investigation and Resolution #
Developers or strategists investigate issues using staging environments whenever possible. Fixes are tested against staging themes or sandboxed integrations before being deployed live. For urgent P1 errors, fixes may be deployed directly with rollback protection in place.
Error logs, console reports, and API responses are reviewed as part of the investigation. If third-party providers are involved (apps, ERPs, CRMs, or payment gateways), Shopstars coordinates with those vendors to ensure resolution.
Communication #
Communication during issue resolution follows a structured process:
- Acknowledgement: Every issue reported in Basecamp is acknowledged by the Project Manager within one business day. Critical errors are acknowledged within hours.
- Status Updates: For P1 and P2 issues, the Project Manager posts updates in Basecamp as progress is made. Clients are kept informed of next steps and expected timelines.
- Resolution Confirmation: Once resolved, the issue is marked complete in Basecamp with a description of what was fixed. Clients are asked to confirm resolution on their side.
Post-Resolution Review #
For P1 and P2 issues, a short post-resolution review is documented in Basecamp. This includes:
- The root cause of the issue
- Actions taken to resolve it
- Preventative measures for future avoidance
Support Hours and Coverage #
Support is provided during standard business hours. Critical P1 issues reported outside of business hours are prioritized first the following business day unless a specific after-hours support arrangement is in place through a retainer.
Client Responsibilities #
Clients must report errors promptly with sufficient detail. Installing third-party apps, editing theme code, or modifying DNS without coordination may introduce issues. Clients are expected to notify Shopstars of any such changes to avoid unexpected downtime.
Summary #
Error handling at Shopstars is structured around classification, traceable reporting in Basecamp, prioritized triage, and transparent communication. Critical errors receive immediate attention, while standard issues are resolved through scheduled cycles. Documentation of root cause and resolution ensures accountability and continuous improvement. Clients should always log issues in Basecamp to ensure they are addressed efficiently and tracked to completion.
