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Standard Tech, Product, Solutions Architect Integration Support

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    As part of our core service offerings, we provide support for standard integration setup and testing.

    This includes:

    1. Initial Integration Support and Testing:
      • We assist with the support and testing of your initial integration to ensure seamless connectivity between your systems and our platform. This includes API and Shopify App integrations.
    2. Sandbox API Access:
      • If integrating to our API, we provide access to our sandbox environment, allowing you to test integrations in a safe, non-production setting.
    3. Recommended Testing Cases:
      • We supply and support the execution of recommended testing cases to validate the integration's functionality and reliability.
    4. Ongoing Support:
      • Our team is available to answer questions and provide guidance throughout the integration process, ensuring your team has the resources they need for a successful implementation.
      • Once the integration is complete, technical issues, questions, or concerns will go through our standard support process and be escalated to the Tech, Product, and/or Solutions Architect team when necessary. Bugs and feature requests will be prioritized accordingly. Anything outside the scope of this may incur additional ad hoc service fees.

    Ad Hoc Service Fees

    In addition to our standard service offerings, any tasks or requests that fall outside the scope of our core services may be subject to an ad hoc fee per the rates in your contract. This fee is intended to cover non-standard, custom, or additional work that goes beyond the baseline support included in our agreements.

    Examples of services that may incur the hourly ad hoc fee include, but are not limited to:

    1. Additional Integration Testing or Setup:
      • Any integration testing beyond the initial scoped setup or when switching to new integrations.
    2. Troubleshooting or Solutioning with Third-Party Shopify Apps:
      • Handling issues or providing support related to third-party Shopify applications that are not part of our standard offerings. For example, getting on a call to review subscription application setup and configuration issues including but not limited to troubleshooting the application or getting on a support call with their technical support team.
    3. Third-Party API Integration Support (Outside of Standard Flows):
      • Assisting with the integration of third-party APIs that are outside of our usual workflows and processes or integrations with MasonHub’s API.
    4. Custom Shopify Flow Support:
      • Developing, testing, or supporting custom Shopify flows that deviate from typical setups.
    5. Custom Integrations to External Applications (Outside Shopify or Main ERP):
      • Facilitating integrations with external applications that are not part of the core Shopify or main ERP systems.

    These fees ensure that we can provide the necessary resources and expertise to address non-standard requests effectively.

     

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