How to create a support request

We offer a wide range of products and services, so the first step is to identify the specific product or service for which you need assistance. Providing this information will help us direct your request to the appropriate resources and ensure that you receive the most relevant support.

Please note that you must be logged in to the support portal before you can submit a ticket. If you do not yet have an account or are unable to log in, please contact our support team for assistance.

Composable Commerce Cloud

With Elastic Path Composable Commerce, Elastic Path hosts and runs the platform for you as a SaaS (software-as-a-service) product. Elastic Path looks after the infrastructure, including hosting, scaling, security, monitoring and platform upgrades. Your team configures the platform through Commerce Manager and the APIs, and builds and runs the storefront and integrations that use it.

To submit a new support ticket for this service, select Composable Commerce (Cloud Platform).

Self-Managed Commerce (Self-Hosted)

With the Self-Managed Commerce product, your organization hosts and operates the system within its own environment. This approach gives you complete control over the underlying infrastructure, including servers, networks, storage, security configurations, and access policies. Your team is also responsible for managing the deployment, ongoing maintenance, monitoring, troubleshooting, and upgrade processes, allowing you to determine when and how changes are implemented.

To create a new support ticket for this service, select Self-Managed Commerce (Self Hosted).

Self-Managed Commerce (EP-Hosted)

Instead of hosting the Self-Managed Commerce architecture in your own private cloud environment, you can choose to have the system hosted by us. With this option, we are responsible for provisioning, operating, maintaining, and supporting the underlying system architecture. This allows you to benefit from a professionally managed hosting environment while retaining full control over your Commerce application, including its configuration, business processes, and day-to-day use.

To create a new support ticket for this managed hosting service, select Self-Managed Commerce (EP Hosted). 

Choose the right severity

Severity sets the response target, so pick the level that matches the business impact. Please see our Support Process, Case Severity and SLAs document for more information. 

Production outages and after-hours support

Severity 1 is covered 24/7. Outside business hours, the Urgency setting is what pages the on-call team.

1. Check status.elasticpath.com for a known incident.
2. Submit a ticket with Urgency set to Critical Issue – One or more systems are down.
3. Lead with the impact: what's down, since when, and the affected stores and regions.
4. Keep replying on the same ticket while the incident is open.

Lower-severity tickets raised after hours wait in the queue until the next business day. If a Severity 1 issue is mitigated partway through, later replies follow business-hours response times. If the problem comes back, open a new ticket.

After you submit

• Track and reply to your tickets under your requests in the support portal.
• Let support know when the issue is resolved on your side.