Support Hours

FarApp's support hours are 8am to 6pm Pacific Time, Monday through Friday, excluding U.S. holidays. We monitor for urgent issues on weekends and holidays, but do not provide standard support at those times.

 

Integration Support

If you are not currently subscribed to an integration support plan and you contact the support team for integration support and/or turn on your syncs, your account will automatically be assigned to the Basic Integration plan (see Support Plans for more information).

FarApp works on integrations through tickets. One ticket will be opened for the first feature sync to be integrated and a new ticket for the subsequent feature sync(s) will be opened after the first integration sync has been completed.

It is best that you communicate through the appropriate ticket. We find that working on one ticket per sync makes it easier to go through your history if troubleshooting is needed. Opening new tickets or responding to a different ticket makes it difficult to get up to speed with what needs to be addressed and slows down the process. If necessary, scheduled calls can be made with your assigned Integration Specialist to clarify any configurations or to discuss the progress of the project. If you have selected Enterprise Integration support, you can either schedule a call or call the assigned Integration Specialist directly if needed.

If you have chosen Basic Integration support and you need to reach out to the support team for assistance on the integration, please open a new support ticket https://support.farapp.com/hc/en-us/requests/new and indicate on the subject line [New Integration] and the sync (e.g. Order, Product, etc.). Using that support ticket to communicate with the support agent will ensure that your issues will get addressed most efficiently. Opening multiple tickets to report integration issues makes it difficult to keep track of updates related to the integration, so please open only one ticket per sync. For additional assistance, you can also find informative videos and articles on many topics in our knowledge base.

 

Ongoing Support (after syncs are live)

FarApp provides online support, urgent phone support, and scheduled phone support. Calls cannot be used to accelerate support but if you feel that an issue is not being addressed in a timely fashion, please see the escalation process outlined in the “Escalation Process” section below.

• Online Support: You can access documentation and submit or view tickets at the top right of https://support.farapp.com. It's always best if you log in before you submit a ticket so that the ticket is automatically associated with your account. There is also a Support link at the bottom of each page on https://app.farapp.com that you can use to access documentation and/or submit a ticket.

 

• Urgent Phone Support: +1 (800) 876-4109, extension 2. Please make sure to open a ticket with us via our Online Support prior to calling our Phone Support line. We go to great efforts to ensure that all calls are handled in a timely manner. If you are not immediately directed to an Operations Associate, please leave a voicemail with your name, email, number and the case number for the ticket you are calling regarding. We will respond to you via phone or the ticket as soon as our next Operations Associate is available.
  • Please be aware that the Urgent Phone Support line is for urgent issues only. We do offer regular phone support with our Enterprise support packages (see Support Plans for more information) but our Basic and Managed packages only come with urgent or scheduled phone support. 
  • The “Support Classifications” section below outlines what classifies as an urgent issue and expected response times. FarApp does not support calling the Urgent Phone Support line to expedite non-urgent issues and frequent calls to the Urgent Phone Support line can impede our ability to address urgent issues.

 

• Scheduled Phone Support: If you'd like to schedule a call with us, you can do so through our Calendly page. You can schedule one call at a time, but there are no caps on number of calls. If you need to reschedule a call, please delete your original call in Calendly and create a new call. If you need to cancel a call, please do so more than 3 hours before the start of the call. This helps us ensure that we can meet all our customers' needs by minimizing scheduling conflicts. Customers who fail to join scheduled calls within the first 15 minutes more than one time in a row will be subject to a $75 charge per missed call on their next invoice. 

 

Support Classifications

Priority	Description	Response Times*	Solve Time
Low	A configuration change is requested. An enhancement is requested.**	within 24 hours (1 business day)	10 business days to close
Normal	A non-critical business process is performing poorly or has a bug but a reasonable workaround exists (e.g. fulfillments are syncing slowly or incorrectly, non-inventory and price item updates are syncing but some attributes aren't syncing correctly, mapping changes requested).	within 24 hours (1 business day)	5 business days to close
High	A critical business process is performing poorly or has a bug but a reasonable workaround exists (e.g. a small number of orders isn't importing or is importing incorrectly, inventory or price updates are syncing but syncing slowly). A non-critical business process is blocked and there is no reasonable workaround (e.g. fulfillments not syncing, non-inventory and price item updates not syncing).	within 12 hours	3 business days to close
Urgent***	A critical business process is blocked and there is no reasonable workaround (e.g. orders not syncing, inventory or price updates not syncing). Only applies to customers who are already live.	within 3 hours	24 hours to close

*We attempt to close all issues within the timeframes quoted. However, these timeframes are for the initial issue for which the case was opened. Related-issues added to a support case will be solved within a timeframe relevant to their priority. We recommend to put all new issues in a new support case for optimal service. If we require feedback from you in order to close an issue and there are delays in getting feedback, this will likely extend the timeframe.

**FarApp will assess the requested enhancement and decide on an appropriate course of action. Possible courses of action are: implement the enhancement, place enhancement on our road map to implement at a future date, implement enhancement as a billed customization, or decline enhancement if we believe it does not provide substantial benefit to our service. The response time listed above does not apply to the implementation of the enhancement.

***Customer should put “URGENT” in the subject line of the ticket.

****Response Times and Solve Times are the same for all ongoing support plans - Basic, Priority, and Enterprise. 

 

Escalation Process

If you have an urgent issue that isn't getting resolved quickly enough, or an issue that is not being resolved to your satisfaction, please follow the process below for escalation. This ensures that the appropriate parties on our end are informed that you’re having an issue, and will work to address it with your Integration Specialist. Escalations are still subject to normal support hours.

1. If the issue is urgent, open a support ticket with "URGENT" in the subject. If the issue is not urgent but you need the issue to be escalated, please ask the agent handling your support issue to escalate it. We have an internal process for escalation that the agent will follow.
2. If you tried to escalate through support tickets but require further escalation, please email escalatedsupport@farapp.com. This should only be used if you tried to escalate through support tickets already, and should not be used for normal support issues.
3. If neither of the escalation steps above have resolved your issue, call our urgent support line at +1 (800) 876-4109, extension 2.

Please note that if the escalation process is used to expedite support for non-urgent issues where we're still within SLA, your account will automatically be upgraded to the priority support plan.

Support Guidelines

What is Supported?

1. General Questions & Answers
• Any questions specific to a FarApp feature or service will be supported.
• Questions about functionality or leading practices of ERP, marketplace, cart, or 3PL systems that FarApp connects are not supported but we will do our best to answer them.
2. Data that is synced between NetSuite and the connectors.
• FarApp is responsible for how the data is synced from marketplace/cart to NetSuite for orders and NetSuite to the marketplace/cart for products, but the accuracy of that data is the responsibility of the customer.
3. Software Bugs/Defects
• Any defects in functionality provided by FarApp will be supported.
4. Integration Changes
• Mappings that cannot be easily completed through settings available at https://app.farapp.com.
• Settings that cannot be altered through https://app.farapp.com.

 

What is Not Supported?

1. ERP, marketplace, cart, or 3PL configuration
• FarApp supports proper data sync between these systems. Though we provide a lot of guidance about configuration of those systems, ultimately the proper configuration of those systems is the responsibility of the customer.
2. Correcting inaccurate or missing product data
• FarApp does its best to confirm if product data supplied from an ERP is correct/sufficient for posting/updating an item to a marketplace/cart and reporting error messages when it is not.
• However, the customer is still responsible for knowing what data is required and what inputs are valid for marketplace/cart product sync. Failing to provide required data or providing invalid data will prevent a marketplace/cart from posting/updating an item regardless of whether FarApp is being used.
3. Payment gateway configuration
• FarApp syncs tokenized credit card data by default. If any data is needed beyond this, especially for capturing payment in NetSuite, it is the responsibility of the customer to work with the payment gateway to determine what additional data is needed and to clearly communicate to FarApp what additional fields will need values mapped to them.
• The customer should supply sample orders for these mappings and should inform FarApp what values on the sample orders need to be placed in which NetSuite fields. Many of these mappings can be set up without help from FarApp. Please note that FarApp cannot violate PCI compliance (see https://support.farapp.com/hc/en-us/articles/115011513148-Credit-Cards-and-PCI-Compliance for more information).

 

FarApp Non-Standard Configurations

1. Product or order mappings that are excessively complex
• FarApp can be easily configured to sum multiple fields together, take values from different fields depending on the input to another field, etc. Anything beyond that may require customization, so FarApp will need to scope the work to develop and support the mapping in order to assess whether or not we can support it out of the box.
• Excessively complex mappings involve multiple levels of logic such as if field1 equals A and field2 is less than B, use the smaller value of field3 and field4, but if field1 equals X or Y and field2 is equal to B, etc. Logic such as this would be best configured using formula fields in NetSuite.
2. Support related to customizations under contract (i.e. not yet completed)
• These questions will need to be sent directly to professional services at professionalservices@farapp.com.
3. Complete reintegration of an existing connector
• This is where you want to delete a connector and recreate it.
• This may be subject to reintegration fees.
4. Integration changes requiring development
• These may incur an additional fee which need to be scoped and approved before any changes are made.

 

Upgrading Your Ongoing Support

It is possible to upgrade your integration or ongoing support level. You will pay the difference between your current support level and your new one. Customers can upgrade their integration support on the FarApp dashboard. Please contact FarApp support if you wish to upgrade your ongoing support.

Please note that if the upgraded support features are used, your account will automatically be upgraded to the lowest tier that includes those features.