Support

For what what can I get support?

You can get help with all questions about the Shopware backend, frontend and our in-house supported plugins through Shopware Technical Support. This means in detail that we can help you whenever you need information or help with something that should work through Shopware or a Shopware plugin. We are happy to answer all your questions about whether and where something can be configured in Shopware and help you if something does not work. However, if a problem occurs with a function that is provided by a third-party plugin or that you have added with custom programming, we cannot offer any assistance within the scope of technical support. In this case, the person who programmed the function must always provide support. In the case of plugins, there is always information in the store as to whether a plugin is supported and by whom.

If you need support with individual programming, you can post questions about this in the developer support. It doesn't matter whether you want to adapt your theme or create your own function in a plugin. Please note that our developer support does not develop ready-made solutions for you, but can help you with specific questions and problems during implementation. It is best to add your previous programming directly in a file here, so that the processing can take place as quickly as possible.

How do I create a support ticket

You can set up a support ticket through the merchant area > support. In the top right you will find the buttons request support and if available for your account the button request developer support.

Now select the shop for which support is needed and write down your request including access data to the Shopware administration, server "SSH" and database "PhPMyAdmin". Our support will then get back to you promptly through the support mask in the account. The complete communication with our support takes place exclusively through the shop operator account and not through other communication channels. If there is an answer from our support, you will receive an e-mail. Please note that you are only entitled to support if you have a commercial Shopware licence and an active subscription.

To what support types can I subscribe?

We have three different types of support:

The developer support is only available to you from subscription level Platinum or partner status SSP and is intended to support you with all questions relating to your individual adaptations. However, no complete programming will be created for you here, but you will receive support for your own programming if you get stuck. Furthermore, your questions about Varnish configuration, cluster systems and Elastic Search will be answered here if you have an Enterprise licence.

The callback support or phone support can deal with all topics explained in "What do I get support for", except for topics from the developer support, which is only possible in writing. This ticket type is available to you from the Gold subscription level or as a Shopware partner. It is important that a specific question or problem should also be explained precisely in a callback support ticket. If you do not explain your query precisely in the ticket, this may lead to the ticket being delayed. The reason for this is that we first have to call you to find out about the problem and then there may be another processing time until we can give an answer to your enquiry. You should also ask yourself beforehand whether it really makes sense to explain a certain topic on the phone. There are topics that require complex steps and can therefore be better explained in writing. This also helps you to follow them step by step yourself. We would appreciate it if you let us know when you can best be reached during our business hours from 8 am to 5 pm. This way we can reach you directly and deal with your request in a targeted manner.

Email support is always available and is a good choice in most cases, as it allows us to send you detailed information that you can refer to whenever you need it.

What is the difference between Shopware Support & Plugin Support?

In the support area of the shop merchant account, you can either send your support request to our technical support or post a support request for a plugin. Have you purchased a plugin from our Community Store and are facing a technical challenge? Then you should ask the plugin manufacturer for support using the support mask.

What does Shopware need for troubleshooting?

When we look at your ticket, we usually have to do this on your own system. The processing of the ticket is accelerated if all access data to your system are already available. For example, you could prepare a file that you always update when a password changes.

The login credentials should consist of the following information:

  • FTP access: FTP host, user, password
  • Database access: link to phpMyAdmin, user, password, database name
  • Shopware backend user: standalone admin full access account, user, password
  • htaccess access: if available, user, password

As an alternative to a file or as text directly in the ticket, you can also send us the login credentials by fax to the number (+49) 0 25 55 - 928 - 85 - 85.
Please always give us a short note in the ticket if you have sent the login credentials by fax.

We also need a description of when and how the problem occurs.

How do I explain my problem?

In a complete support request, you should always describe exactly what your problem is or what you would like to achieve.
Each ticket must always contain a single problem or one question, regardless of whether it is a callback ticket or not, otherwise it can take longer to process.
Here it is important to explain the occurring behaviour as if the later processor had never seen your own shop.
When submitting a ticket, always ask yourself, "Would I understand this even if it wasn't my shop?", because we in technical support can't know your shop, your industry and your way of working as well as you do. This means that you should describe every click you make to reproduce the behaviour.

No matter where the problem lies, if an error message appears, you should always copy and paste it into your ticket.
Error messages can give us a quick and easy indication of what is not working in your shop.

If a problem occurs with an item, customer, order or another special component in the shop, we also need the unique numbers and names, or e.g. the URL from your browser in the frontend.
So please always write the corresponding unique numbers or names in your ticket. Otherwise we have to ask you first and cannot start processing directly.

If you a don't know how to explain a problem or where it exactly occurs? Then add a screenshot of the problem to the ticket.

A customer has contacted you with a problem, but you don't exactly know how they got the problem? Then talk to your customer first. Let them explain to you what exactly they did in the shop to get the problem, then give us this information in the ticket. If you and we do not have this information yet, we will have to ask you for it and the processing may be delayed.

When will I receive a reply to my support ticket?

The response times of the support ticket depend on the subscription booked. Here we distinguish between four different levels: Silver, Gold, Platinum and Diamond Subscription. The response times here are between three working days and two working hours. Please note that the response times for developer support vary. Please note that the Platinum Subscription can only be booked under Shopware 5 Professional Plus Edition. You can also read about these times in detail on our homepage.

Emergency support

The emergency support is a very special support which is available to you from the Platinum subscription level or as a Shopware partner. This enables you to receive support outside of regular support working hours. Please note that such an emergency only exists if the shop can no longer be reached or if it is no longer possible to complete an order. General questions, problems with the backend, problems with functions from plugins or individual programming, or even just failures with individual customers, payment methods and display errors are not considered emergencies.
We have to make a strict separation between emergency and regular tickets in order to be able to offer optimal support in an emergency, and there is no room for exceptions or goodwill. The employees outside the building are automatically notified and some automatic mechanisms are set in motion, which should only take effect in the event of an emergency.
Please consider and carefully check if you are truly dealing with an emergency. Even if a topic is particularly important for you at the moment, a real emergency is only given with the described failures of the entire shop frontend or order completion.

How can I submit a bug or an improvement request?

In technical support, we cannot provide you with hotfixes for bugs or the implementation of improvements.
For this we have the so-called issue tracker. If you have found a bug or have a suggestion on how to improve Shopware, you can post it in our issue tracker. There you can directly follow the status and progress and vote for the implementation. We are always happy to receive suggestions and tips on how to optimise Shopware for you. If you have found an alleged bug, please check whether you can reproduce it at https://www.shopware.com/en/test-demo/ before submitting the ticket. If the behaviour does not occur there, it is not a bug, but a specific problem on your system and you should file a support ticket.

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