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How is our support team organized?

Who is providing support? How are we organized? What are our tools? Some insights about the other side of support.

While communication channels are digital, support should remain a conversation between humans.
You're not a number, your request shouldn't be a ticket number and the person providing support isn't a bot either.

That is the reason why we think you could be interested into knowing more about how we tackle support at Front-Commerce.

Dedicated Support Team​

We have a dedicated support team at Lundi Matin (the company behind Front-Commerce) who monitors our support portal and handles all customer interactions. This team ensures you get timely, professional support while allowing our development teams to focus on building great products.

Our support team works closely with our technical teams to provide you with accurate and helpful responses. When needed, they escalate technical questions to the appropriate specialists:

  • Infrastructure team for Front-Commerce Cloud related questions, deployments, and hosting issues
  • Core development team for technical questions about Front-Commerce features, implementation, and troubleshooting

This approach ensures you get the best of both worlds: dedicated support professionals who understand your needs, backed by the technical expertise of the teams building Front-Commerce.

Support Team Organization​

Our support team is organized to provide efficient and expert assistance:

Support Team - Your first point of contact:

  • Monitors the support portal continuously
  • Handles general questions and common issues
  • Triages and categorizes support requests
  • Escalates technical matters to specialist teams

Infrastructure Team - For Cloud-related matters:

  • Front-Commerce Cloud deployments and hosting
  • Performance and scaling questions
  • Environment configuration and troubleshooting

Core Development Team - For technical expertise:

  • Front-Commerce features and implementation
  • Code-level troubleshooting and debugging
  • Architecture and integration questions
  • Feature requests and bug reports

This structure ensures that your questions reach the right expert while maintaining quick response times.

Support Portal: our unified support system​

Every support message is handled through our dedicated support portal at https://support.front-commerce.com/. This is where our support team manages all customer requests and interactions.

Onboarding questions, details about a feature, help request to implement a feature in an efficient way, bug report, problem on a production system or non-urgent feedback… there are many different types of requests reaching our support.

With a growing customer base, maintaining a unified view of all requests received is important.
It helps us prioritize our efforts and:

  • provide responses in a timely manner
  • focus on critical and urgent bug fixes
  • never let a feedback unanswered
  • … still acting on each meaningful feedback received (be it a typo, an error log to add or something not clearly documented)

Our support portal provides all the features we need to deliver excellent customer support with dedicated ticketing, knowledge base, and communication tools.

Continuous improvement​

We strive to provide a first-class support experience. Our support team works closely with our development teams to continuously improve our processes, documentation, and knowledge base.

The collaboration between our support team and technical experts allows us to:

  • Quickly identify and resolve common issues
  • Improve our documentation based on real customer questions
  • Enhance Front-Commerce core with better error messages and debugging tools
  • Provide comprehensive solutions that address the root cause of problems

This effort is also led by feedback we receive. Please, don't hesitate to let us know what you find good and (more important) what we should get better at through our support portal!