These guidelines explain how ChannelDock support works: when we are available, which channel to use, and how bugs, questions and feature requests are treated.

Support availability

• Hours: Monday–Friday, 9:30 AM–6:00 PM CET.
• Ticketing: The primary support channel. Create and follow requests in Support → My tickets. See How to use the ChannelDock ticketing system.
• Phone: Only if the Priority Phone Support module is purchased, and only for urgent operational issues (for example you cannot create labels or a sales channel is down). This module is billed via direct debit.
• Freemium: Use the ticketing system for bugs and questions. Feature requests and phone support are not included.
• Paid consulting: For extra hands-on help (setup, process design or training), you can book a paid consulting call via a support ticket. Calls are invoiced separately at €95/hour (excl. VAT), minimum 30 minutes.

Ticket types

Choose the correct type when you create a ticket. The type is not the same as priority, but it does affect how we queue the work.

• Bug: Something in ChannelDock is not working as expected. Bugs are investigated first. Production-blocking bugs can be Critical or High. See Tickets priority levels.
• Other: Questions, how-to help and general feedback. These are not bugs. We still aim to reply promptly, but bug tickets take priority. Most of these requests are handled as Low.
• Feature request: A suggestion for something ChannelDock does not do today (paying accounts only). Feature requests are not bugs and have no resolution target. We review them and may build them when they fit the product roadmap and our capacity. Submitting a feature request is a suggestion only — we do not promise to build it or give a delivery date.

Do not mark a question or feature idea as a bug. Incorrect types delay the queue because we have to reclassify the ticket before we can work it.

Scope of support

• Included: Technical issues and questions about using ChannelDock.
• Not included: General marketing or business advice unrelated to the product.

What we need from you

Include EANs, order IDs, screenshots and any other relevant context. Missing details pause the response clock.

Adjustments to support conditions

ChannelDock may update these conditions to keep support quality high.

Code of conduct

Respectful communication: ChannelDock has a zero-tolerance policy for rude, abusive or disrespectful behaviour toward support staff. Users who do not follow this policy may have support privileges limited or revoked.