Support Article - Welcome to Intershop Service Desk

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1 Introduction

Intershop’s customer support services are available to all Intershop customers with a concluded service contract. We help to ensure that your Intershop Commerce Platform always operates at peak performance. Intershop Service Desk will help you to solve problems that arise when using Intershop's standard software, such as questions about:

  • Installation, configuration and operation of the software
  • The use of software features and API according to the documentation
  • The use of the development tools provided by Intershop
  • Addressing of operational request such as configuration changes or issues linked to limited availability of services
  • Provision of deployment instructions

2 How to Contact Us

Websitehttps://support.intershop.com
Support Hotline Europe+49 3641 50-1600 (CET/CEST)
Support Hotline US+1 415 844-3730 (PST)
Business hoursMo – Fr 9:00 a.m. – 5:00 p.m. (local time except public holidays)

2.1 Information - Checklist for Service Tickets

A checklist for opening tickets can be found in Support Article - Creating a New Ticket for Intershop's Technical Support and Service Desk Team.

3 Our Online Services

Our Service portal is available at https://support.intershop.com

There you can:

  • Open and review your tickets
  • Read product documentation and support articles
  • Access product resources
  • Give feedback

In order to be able to use our service portal to the full extent, login is required. If you do not have a login, please register at: https://support.intershop.com/sws/index.php/Account/Register

3.1 Access Roles for Registered Support Contacts

Named contacts – The authorized support contacts for Intershop. Named contacts can ask for technical advice and support and approve other user registrations if required. To ensure smooth technical communication, authorized contact persons must be trained or certified by Intershop, meaning that each contact person has attended an Intershop standard training or has successfully passed a certification exam. Intershop allows to register up to 5 named contacts.

In addition to authorized named contacts, unlimited registration of other contacts are possible:

Verified contacts – read support tickets, access to knowledge base and product documentation

KB-only contacts – access to knowledge base and product documentation, self-service is possible

The list of registered contacts can be checked and updated at:

https://support.intershop.com/sws/index.php?c=ContractView&q1=Account or contact us at: supportadmin@intershop.de

4 TechTalk Newsletter

Intershop’s technical support newsletter "TechTalk" is published quarterly and on special occasions. The newsletter informs about:

  • Newly released Intershop product patches, updates
  • New Intershop products, features, and additional modules or services
  • Intershop product life-cycle status changes ("End of Life" or "End of Support" announcements)
  • News from Intershop Training
  • Security-related topics

Stay informed by signing up for TechTalk: https://support.intershop.com/sws/index.php/Newsletter

Disclaimer

The information provided in the Knowledge Base may not be applicable to all systems and situations. Intershop Communications will not be liable to any party for any direct or indirect damages resulting from the use of the Customer Support section of the Intershop Corporate Web site, including, without limitation, any lost profits, business interruption, loss of programs or other data on your information handling system.

Customer Support
Knowledge Base
Product Resources
Tickets