In this section, you will learn how to create a support ticket, what response times you can expect, and how the different support areas differ.
Support at Shopware is divided into two clearly separated areas. This distinction helps you find the right contact point faster and ensures more efficient handling of your request.
Shopware Support assists you with all questions related to:
the Shopware Admin
the Frontend
Shopware-native features
extensions or products developed and supported by Shopware
Whenever a function is provided directly by Shopware or is part of a Shopware product, Shopware Support is the right contact.
Third-party support refers to all extensions you purchased via the Shopware Community Store that were not developed by Shopware.
In these cases, the respective extension manufacturer is your direct contact. They know their product in detail and can assist you specifically with technical questions or problems.
When should I contact Shopware Support?
If your request concerns the Shopware core, standard features, or official Shopware extensions or products.
When is a third party responsible?
If the problem is related to an extension from the Community Store that was not developed by Shopware.
What should I do if I am unsure?
First check whether the problem also occurs without the extension. Many errors can be narrowed down this way.
If you are still unsure, you can initially submit your ticket to Shopware Support. We will help classify it.
We distinguish between Shopware Support and third-party support. Both areas can be found centrally in your Shopware account in the merchant area under the Support category. You can also create a Shopware Support ticket directly via the support homepage support.shopware.com.
On the website, you will find direct links to create a ticket and to view the ticket overview to see existing tickets.
When creating a support request, you enter all necessary information into the form.
For access data, you can use the lowest field for sensitive data. The data entered there is specially secured and can only be viewed by Shopware employees directly working with you on your support case.
Our support team will then respond promptly via the support interface. All communication with support takes place directly in the ticket via the ticket overview.
Once a response is available, you will receive an email as well as the corresponding message in your ticket.
Please note that you are only entitled to support if you are using a commercial Shopware plan.
To process your request effectively, it is often necessary to perform checks on your own system. Ticket processing is faster if all access data is already available.
The access data should include the following information:
SSH/FTP access: host, port, user, password
Database access: link to phpMyAdmin / Adminer, user, password, database name
Shopware admin user: separate admin account, user, password
.htaccess access: if available, user, password
In addition, we need a description of when and how the problem occurs.
Clearly and concretely describe the problem or goal
Response times depend on the booked plan. There are three plans: Shopware Rise, Shopware Evolve, and Shopware Beyond. Response times range between one and eight business hours. Please note that developer support does not have fixed response times. You can also find these times on our website.
| Support | Rise | Evolve | Beyond |
|---|---|---|---|
| (1) Availability | 09:00 – 17:00 | 07:00 – 19:00 | 24/7 |
| (2) Service response time | 8 hours, Mon–Fri | 4 hours, Mon–Fri | 1 hour |
| (3) Written support | ✓ | ✓ | ✓ |
| (4) Phone support (callback service) | ✓ | ✓ | |
| (5) Hotline | ✓ | ✓ | |
| (6) Developer support | ✓ | ||
| (7) Personal onboarding | ✓ | ||
| (8) Personal account manager | ✓ | ||
| (9) Community forum | ✓ | ✓ | ✓ |
| (10) Free initial installation | ✓ | ✓ | ✓ |
| Updates and patch releases | ✓ | ✓ | ✓ |
(1) Availability is covered in two time zones (CEST Berlin, Germany and UTC-4 New York, USA).
(2) Response time indicates the latest time by which you will receive a reply.
(3) Creation of support requests via the ticket system at support.shopware.com/tickets.
(4) Creation of phone support requests via callback through the ticket system.
(5) The hotline is available Monday to Friday between 08:00 and 17:00 (CEST Berlin, Germany and UTC-4 New York, USA).
(6) For specific questions about custom development in your shop project, written developer support is available. You can create a ticket via support.shopware.com (maximum two tickets per month). Response times vary depending on complexity.
(7) You receive personal onboarding from your sales contact.
(8) Sales-related inquiries can be coordinated directly with your personal sales contact.
(9) Use the knowledge of the Shopware community and ask your questions in the forum.
(10) If you host your shop with a certified Shopware hosting partner, we will handle the initial installation of your Shopware shop.
Please note that there may be exceptions to support response times. An overview can be found here.
Technical support cannot provide hotfixes for bugs or implement improvements.
For this, there are GitHub Issues. If you find a bug, you can submit it there. Feedback and suggestions to improve Shopware are always welcome. An FAQ on GitHub Issues can be found here.
You can view or submit improvement suggestions in the Shopware Product Feedback Portal.
With the Shopware Feedback Portal, the primary goal is to provide a user-friendly platform for your valuable input. Open-source platforms like Shopware rely on a collaborative culture, meaning our e-commerce solution is open to your feedback on issues, ideas, solutions, and use cases related to our product. In this way, you can help decide which features and solutions are implemented in Shopware 6.
