Support desk
The customer support desk is available 24x7x365 for ticket submission and ticket-related communication.The link to the Oro Inc. support desk is included in your Welcome to Oro Enterprise email.
| Priority | Initial response |
|---|---|
| P1 | Within 4 hours |
| P2–P4 | Within 24 business hours |
Creating and managing support requests
Navigate to the support desk
Use the link in your Welcome to Oro Enterprise email to access the Oro Inc. Support Desk.
Select the issue category
Choose the category that best fits your request:
- Technical Request
- Bug
- Data Migration
- New Environment Request
- Access Request
- Security Issue/Incident
- Consulting Business Request
Fill in request details
Provide the required information, which varies by issue type. Always include:
- Your license key and company name
- A clear summary and description
- Any relevant attachments (log files, screenshots, etc.)
Commenting on requests
Access your requests via the Requests menu (top right of the support portal) and select Created by me or All. Click any ticket to view its details and add comments or attachments.Sharing requests within your organization
You can request Oro support to create an Organization group so that multiple people in your organization can share access to tickets. Once created, ticket creators can mark requests as private or shared with the group.Marking a ticket as resolved
Once the support team provides a solution, click the Resolved link in the top right of the ticket details to close it.Support request priorities
P1 — Critical
P1 — Critical
Complete unavailability of the production application, or inability to use mission-critical functionality with no workarounds.Examples: Application is down or inaccessible to end users; data loss or corruption making an essential part of the application unusable.
P2 — Serious
P2 — Serious
Major feature/function failure. The application is functioning but in severely reduced capacity, causing significant impact to business operations or productivity, or the application is at risk of service interruption.
P3 — Medium/Low
P3 — Medium/Low
Partial or non-critical loss of functionality. Some operations are impaired but the customer can continue to function.
P4 — General
P4 — General
General use questions, cosmetic issues, and documentation-related questions. The application works without functional limitation.
Enhancement Request (ER)
Enhancement Request (ER)
A recommendation for future product enhancement, or a request to add official support and documentation for unsupported/undocumented features.
Support request statuses
| Status | Description |
|---|---|
| Waiting for triage | New ticket that has just entered the queue. |
| Request acknowledged | Ticket acknowledged by the support team; waiting for resource assignment. |
| In progress | Investigation and solution is actively being worked on. |
| Waiting for customer | Ticket is on hold pending additional information from your side. |
| Resolved | Problem or question has been resolved and confirmed, or no feedback received after follow-ups. |
| Reopened | Ticket reopened due to additional questions or newly discovered issues. |
Support requests for application deployment and configuration
The following checklist covers typical activities required before going live with your OroCommerce solution. These activities are performed by the Oro support team for clients. Submit a request for each required activity.| Task | Description | Information required | Estimated delivery |
|---|---|---|---|
| Environment deployment (UAT, STAG, PROD) | Deploy an OroCloud environment for production, staging, or UAT | Country of origin, environment type, preferred domain, company name, license key, app version, repo URL, deploy tag/branch/commit, admin name and email | 3–5 business days |
| Basic authentication configuration | Configure user access credentials for your OroCloud environment | — | 1–2 business days |
| Sub-domain configuration | Configure sub-domains for your OroCloud root domain | List of sub-domains to configure | 1–2 business days |
| SSH access | Enable SSH console access to your OroCloud environment | User name, email, company | 1–2 business days |
| SFTP setup | SFTP access to your OroCloud environment | Preferred login(s), IPs to whitelist | 1–2 business days |
| Back-office URL configuration | Configure the OroCommerce back-office URL | Required back-office URL | 1–2 business days |
| Database migration | Migrate your PostgreSQL database to OroCloud | PostgreSQL database dump (codebase must match the database structure) | 2–4 business days |
| Non-OOTB software installation | Install third-party software not included in OroCommerce out-of-the-box | Business case and integration description | Requires investigation |
| Email domain whitelisting (staging only) | Whitelist trusted domains approved for sending emails | List of approved email domains | 1–2 business days |
| SSL certificate | Provision SSL certificate for your domain | Depends on selected option — see OroCloud Onboarding | 2–3 business days |
| DNS configuration | Configure DNS to point your domain to your IP address | — | 2–3 business days |
| Application log access | Grant access to application logs | User name, email, company | 1–2 business days |
| Message queue configuration | Configure message queues for optimal performance | Message queue configuration preferences | 1–2 business days |
| Resources configuration | Configure application based on expected data volume | Expected data volume, number of consumers and queues | Requires investigation |
| Availability-check monitoring | Enable continuous health-check for your OroCloud environment | — | 1 business day |
Contacting support before launch
The Oro support team needs advance notice to enable monitoring and proactively resolve potential issues during production launch. Include the following environment sizing metrics in your pre-launch request:- Expected average and maximum concurrent or daily users
- Expected data size:
- Organizations, websites, products, product attributes, categories, web catalog
- Expected size of media files (images, attachments, etc.)
- Key integration flows:
- Type, frequency, and data size