Akeneo recognizes the essential role that integration apps have in enhancing the functionality and performance of your e-commerce store. Therefore, Akeneo offers dedicated support for the Enterprise version of its connector for SFCC B2C.
If you have any questions, need to report a bug, or want to provide feedback about the Connector, here's what you can do.
Support access
To submit a bug or a question, you need to access the Akeneo support portal. Here are the steps to get support on the connector:
-
Give permission to access the helpdesk on the project console: manage access to the helpdesk. From the Project console, you can manage who has the right to open new requests on the Helpdesk.
- Submit a ticket on our Connector section of the Helpdesk platform. The ticket can concern a bug, a feature need, a question. Select the right section and submit your ticket.
Support process step by step
Here are the three steps to submit a bug ticket:
1- Test on a vanilla, non-customized, version of the connector if the bug is reproduced
In the case of a "bug" report, please install the latest version of the Connector, disable all customizations, and try to reproduce the bug again before reporting it.
The SFCC B2C Connector provides the flexibility for customization to align with your unique requirements.
It's important to note that while customization is available, the quality and impact of these customizations are beyond our control. To ensure the reliability of the connector, our support team rigorously tests it against a standard, unaltered (vanilla) version.
If a bug is replicated in this vanilla version, the issue is within the core code of the connector and Akeneo supports the bug resolution.
However, if the bug does not reoccur, it is likely associated with the customization or customer-specific settings. Please be aware that Akeneo does not provide support for customization itself, but we are committed to offering guidance and assistance to our customers to the best of our abilities.
If the problem occurs with the latest version of Akeneo Connector for SFCC connector, feel free to report the bug to us.
2- Export your configuration settings
Please make sure you have all this information before you open a ticket on our Helpdesk:
- The exact version of your PIM (x.x.x) (System -> System information)
- The exact version of your SFCC B2C (x.x.x)
- The version of the installed Connector
- Steps to reproduce the bug (be as precise as possible).
- The configuration export
- A screenshot of the issue and/or logs export
3- Submit a ticket explaining the step-by-step process to reproduce the bug
Submit a ticket on our Connector section of the Helpdesk platform.
All support interactions should take place within the ticket. Please avoid using email or phone calls, and instead, centralize all information in the support ticket to ensure the most effective resolution.
For our Support team to be able to take this issue into account, steps to reproduce should be performed in a non-customized environment on both Akeneo and SFCC B2C sides, with a vanilla connector (without customizations).