ShipHero Customer Support for WMS

We love helping our customers and supporting them on their business journey. And we know that sometimes, depending on the complexity of your business, the constraints on your time or even just peace of mind, you might need more support than normal. And that’s okay.

Shiphero
Shiphero

Looking for more as you partner with us? We’ve got you covered with our tiered support options! And when you work with our Customer Success Managers, you’ll also receive:

Train your team

Team training on how to use ShipHero features

Discuss best practices for getting the most out of ShipHero

Best practice discussions for getting the most out of ShipHero in your warehouse

Provide project management support for upcoming projects

Project management support for when you’re making changes in your warehouse

Explain and help implement ShipHero partner integrations

Explanations and help implementing ShipHero partner integrations

Act as a dedicated point of escalation for issues with a high severity levels

A dedicated point of contact for for all things related to ShipHero

At ShipHero, we’re all about helping our customers make the most of our WMS software. Our team of CSMs is here to show you how to take your business to the next level and get the absolute most out of ShipHero. So let’s do this – together!

ShipHero Support Tiers for WMS Customers

Standard Support

We provide standard support for all of our customers at no additional charge. Standard support includes:

  • Access to our ticketing system portal
    • Staffed coverage 24 hours a day Monday through Friday
    • 10am – 3pm ET on Saturday and Sundays
  • Access to our robust Knowledge Base with a plethora of help articles and how-tos so you can troubleshoot any issues
  • Ability to email & call a named CSM from 8am-5pm (your local time)
     
  • Ability to email & call a named Support rep from 8am-5pm (your local time)
  • Slack Support from 8am-5pm (your local time)
  • Specific response times depending on severity level.
ENTERPRISE SUPPORT
Monthly Software Subscription Fee +

$1,000

per month*

  • Access to our ticketing system portal
    • Staffed coverage 24 hours a day Monday through Friday
    • 10am – 3pm ET on Saturday and Sundays
  • Access to our robust Knowledge Base with a plethora of help articles and how-tos so you can troubleshoot any issues
  • Ability to email & call a named CSM from 8am-5pm (your local time)
     
  • Ability to email & call a named Support rep from 8am-5pm (your local time)
  • Slack Support from 8am-5pm (your local time)
  • Specific response times depending on severity level.

*6-month minimum contract term

If you’re interested in learning more about our tiered support packages or would like to subscribe please book a call with one of our Customer Success Managers.