How to get support

StoreFrame gives you several ways to get help, ordered from fastest to slowest. Start with self-serve options before reaching out to the team — most issues have a documented answer or a known fix.

Self-serve first

1. Search the docs. Use the search bar at the top of this page. The docs cover provisioning, Hub features, billing, the containerized stack, and common configuration tasks. If you landed here directly, try searching for the specific behavior you're troubleshooting.

2. Check the Troubleshooting guide. It covers the most common issues — provisioning failures, domain validation errors, environment stuck in a non-active state, and billing edge cases. Many reports to support turn out to be a known resolution documented there.

3. Use Claude Code inside your environment. Every environment ships with an AI assistant pre-installed on the VM. It knows your stack — cache modes, indexer state, log locations, container names — and can investigate live: read logs, check container health, run bin/magento inspections, query the database. For questions like "why is checkout 500-ing" or "the search index seems stuck", Claude can often find the answer on the spot or hand you a clean diagnostic summary to attach to a support ticket.

4. File a ticket if you still need help. If the docs, troubleshooting guide, and on-VM diagnostics don't resolve your issue, file a support ticket. Include as much context as possible upfront — it reduces round-trips and gets you to a resolution faster.

5. Watch the status page for ongoing incidents. If you're seeing widespread problems — Hub is unreachable, provisioning is failing across the board — check the status page first. Reporting a ticket for an ongoing incident is fine, but you may find the issue is already being worked on.

What support covers

Support handles platform-level issues: provisioning failures, environment health, billing questions, Hub access problems, and anything that is StoreFrame's responsibility to fix.

Support does not cover Magento customizations, third-party module errors, or custom theme development. Those fall outside the platform boundary. If you need help with those areas, see the Services section for engagements that include that scope.

Channels

• In-app chat available in the Hub via the chat widget in the bottom corner. Visible to all org members.
• Email support@storeframe.io for inbound requests. Every email gets a ticket reference and a response within the targets defined in your plan.

See Tiers and SLA for response-time targets by plan.