Standard Support Hours:
Hyperspace provides support for many mission critical integrations and applications. We support API integrations, data extract integrations, web applications and eCommerce sites. Support for your Hyperspace integration is included in your Hyperspace subscription.
Clients using alternate divisions of Hyperspace for support (e..g Magento eCommerce Engineering Support) may also pay an additional fee that is separate from the Hyperspace subscription.
Our support hours for standard support agreements are listed below:
Monday 7 a.m. PST - 5 p.m. PST
Tuesday 7 a.m. PST - 5 p.m. PST
Wednesday 7 a.m. PST - 5 p.m. PST
Thursday 7 a.m. PST - 5 p.m. PST
Friday 7 a.m. PST - 5 p.m. PST
Custom Support Plans:
Custom Support Plans start at $6,000/yr in addition to your standard Hyperspace subscription. Under these support plans, Hyperspace offers after-hour support and 24/7 support for specialized integrations. Custom support agreements are designed in conjunction with the client and priced according to the integration.
If do not have a Custom Support Plan, but have a critical support issue that needs attention over the weekend or during the week after-hours, you can submit your request and it will be addressed when Hyperspace opens for business.
Hyperspace Service Interruption or Critical Integration Issues:
Hyperspace currently boasts an uptime of 99.9%. We monitor Hyperspace regularly for any interruption in service and deploy automatic monitoring tools. If you are working with the Hyperspace platform or a Hyperspace App and notice an interruption in service please let us know immediately. Consistent, reliable access to Hyperspace is our #1 priority. It is likely we are already aware of the issue, but we welcome your notifications and communication.
Placing a Support Request:
Hyperspace will accept support requests in a number of formats. You can call our main phone line or email us, but the preferred method is through a support ticket. Placing your issue through a support ticket ensured that all available staff will receive your request versus sending your request to 1 individual via email or voicemail. Our team attends conferences, tech seminars and on occasions takes a vacation. Placing a support ticket ensures that everyone on our team gets your message.
Scheduling an Appointment
On occasion, support issues or feature requests are too detailed to explain over email or in a support ticket. Please contact your Hyperspace Project Manager to schedule a 1-2 hour appointment with our team. Please allow 48 hours advanced notice when scheduling appointments.