Customer Support Process and Expectations

This MasonHub Customer Support Process and Expectations document provides an overview of our customer support approach and the standards we adhere to when interacting with you, our valued clients. By following these guidelines, we strive to deliver exceptional customer service and maintain positive relationships with all those who rely on our products and services.

Customer Support Philosophy

MasonHub believes that the products and services we deliver are an extension of your brand. It is our mission to put you and your customers first, whenever possible. Our support philosophy revolves around effective assistance, respectful communication, and understanding and meeting your needs in a timely manner. If we are unable to deliver upon a request you have made, we will communicate why and work together to find a solution. We commit to this  philosophy, and we ask our clients to do the same.

Knowledge Base and Self-Service Options

To empower our customers and provide them with self-service options, we maintain a comprehensive knowledge base accessible at support.masonhub.co. This knowledge base contains answers to frequently asked questions, our Routing Guide, and guidelines for other areas like how to create and manage SKUs, inbound receiving requirements, outbound shipping, wholesale process and expectations, and more.

We encourage you to search our Help Center knowledge base before reaching out to Customer Service.

Contacting Customer Support

We require all support communication to go through our dedicated Customer Support email at support@masonhub.co. This email address is connected to our ticketing system where tickets are tracked, assigned, responded to, and resolved. You can also email us through our order management system’s support widget, found in the lower right corner of the portal.

This queue is monitored by our front-line Customer Support team, who will review it, respond, and assign it to the appropriate team for follow-up if needed.

It's important that you reach out to the Customer Support team instead of going directly to an individual's inbox, so we can ensure someone is able to respond to and look into the matter in a timely manner. For more information about what Customer Support.

There are two ways to reach out to Customer Support and create a ticket:

1. Email Support

Send or forward an email to support@masonhub.co.

Your email should have a clear subject line and include clear details about your request or issue, links, screenshots, and relevant attachments. Providing unclear details about your request (for example an issue about an order without an order ID and URL) will delay our ability to assist you.

2. Support Widget in the MasonHub OMS

Use the Support Widget at the bottom right corner of every page in our order management system.

Click the (?) Support icon to open the widget, and search for keywords to find Help Center articles that may answer your question. If you cannot find relevant information, click the Contact Us button on the bottom right. This will open a form where you can submit your request to us. Your request will create an email to support@masonhub.co and even tell us the URL of the page you are on in our OMS where you need assistance.

The support widget can be found at the bottom right corner of every page in our OMS. Click it to find Help Center articles, or contact us for support.

Response Time Expectations

We will respond to your request within one full business day. Our standard best practice is to follow up with you on tickets if there has not been a response within two business days.

Three Levels of Support

Customer Support is our front-line team to help address your inquiries. They are trained to handle the most common daily requests and issues that may arise. If the issue requires more technical assistance, they will escalate it according to our tiered support system.

Tier 1 Customer Support

Customer Support is our front-line team that monitors the support@masonhub.co email queue and will be the first to respond to your inquiries and issues.

Tier 2 Integration Support

Customer Support will assign tickets to Tier 2 when technical assistance is needed for things like integration configurations, such as ship method mapping requests, and technical troubleshooting.

Tier 3 Red Hot Engineer

Tier 2 or Customer Support will assign tickets to our Red Hot Engineer when there are technical bugs, outages, or issues that require a deeper dive or development to fix. Each week a different Red Hot Engineer is assigned to this queue with a lighter development workload to be able to jump on any urgent technical issues.

If a critical issue arises outside of working hours, our Tier 2 and Tier 3 teams have a method of paging the team for additional urgent assistance. Critical issues only include system outages where we are unable to receive or ship orders, or our OMS is offline. These rarely occur.

Feature Requests

For new product feature requests, email Customer Support with details of your request. They will route it to our Product team who will then review the request and respond.

Contacting Customer Support vs. Client Success Account Manager

In addition to Customer Support, our Client Success Team is here to assist you in growing your business. Here are some guidelines on where you should work directly with Customer Service versus when to include your Account Manager when emailing support@masonhub.co.

When reaching out to your Account Manager, always include support@masonhub.co so a support ticket will be created. This ensures that your request will be tracked and can be picked up by someone else in the event your Account Manager is out of the office.