> ## Documentation Index
> Fetch the complete documentation index at: https://support.smartshipping.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact Support

> Get help from our expert support team

<img src="https://placehold.co/800x400/5B47FB/ffffff?text=Support+Center" alt="Support Center" className="rounded-lg" />

## We're Here to Help

Our support team is dedicated to helping you get the most out of Smart Shipping. Whether you need setup assistance, have technical questions, or want to explore advanced features, we're here for you.

## Contact Options

<CardGroup cols={2}>
  <Card title="Email Support" icon="envelope">
    **[support@smartshipping.app](mailto:support@smartshipping.app)**

    * Response within 24 hours
    * Business days (Mon-Fri)
    * Detailed assistance
    * Best for complex issues
  </Card>

  <Card title="Priority Support" icon="star">
    **For Annual Subscribers**

    * Same-day response
    * Setup assistance included
    * Configuration review
    * Best practices guidance
  </Card>
</CardGroup>

## Before You Contact Us

To help us resolve your issue quickly, please:

<Checklist>
  <Check title="Check the FAQ for common questions" />

  <Check title="Review the troubleshooting guide" />

  <Check title="Test your issue in the Rate Sandbox" />

  <Check title="Gather relevant information (see below)" />
</Checklist>

## What to Include in Your Support Request

### Essential Information

<Card>
  **Always Include:**

  * Your Shopify store URL
  * Description of the issue
  * When the issue started
  * Steps you've already tried

  **If Applicable:**

  * Screenshots or screen recordings
  * Error messages (exact wording)
  * Zone and rate configurations
  * Example order details
</Card>

### Issue Templates

<Tabs>
  <Tab title="Rates Not Showing">
    **Subject:** Shipping rates not appearing at checkout

    **Include:**

    * Customer shipping address used
    * Products in cart (names, weights, prices)
    * Active zones and their configurations
    * Rate Sandbox test results
    * Screenshot of checkout page
  </Tab>

  <Tab title="Wrong Calculations">
    **Subject:** Incorrect shipping rate calculations

    **Include:**

    * Expected rate vs actual rate
    * Cart details (items, quantities, total)
    * Shipping destination
    * Zone and rate configuration
    * Product group settings (if used)
  </Tab>

  <Tab title="Performance Issues">
    **Subject:** Slow shipping rate calculations

    **Include:**

    * How long rates take to appear
    * Number of zones and rates
    * When issue occurs (always/sometimes)
    * Browser and device used
    * Network speed test results
  </Tab>

  <Tab title="Setup Help">
    **Subject:** Need help with configuration

    **Include:**

    * Your shipping requirements
    * Current setup (if any)
    * Specific challenges faced
    * Business type and shipping model
    * Countries you ship to
  </Tab>
</Tabs>

## Response Times

<Info>
  Response times are based on your subscription plan and issue severity.
</Info>

| Plan              | First Response    | Resolution        |
| ----------------- | ----------------- | ----------------- |
| Monthly           | Within 24 hours   | 1-3 business days |
| Annual (Priority) | Same business day | 1-2 business days |
| Critical Issues\* | Within 4 hours    | Same day          |

\*Critical issues: Complete service outage affecting all customers

## Support Hours

<CardGroup cols={2}>
  <Card title="Regular Support" icon="clock">
    **Monday - Friday**
    9:00 AM - 6:00 PM EST

    Closed on major holidays
  </Card>

  <Card title="Emergency Support" icon="exclamation">
    **Critical Issues Only**
    24/7 monitoring

    Email with "URGENT" in subject
  </Card>
</CardGroup>

## Other Resources

### Self-Service Options

<CardGroup cols={3}>
  <Card title="Documentation" icon="book" href="/getting-started/quick-setup">
    Comprehensive guides and tutorials
  </Card>

  <Card title="FAQ" icon="question" href="/support/faq">
    Answers to common questions
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/support/troubleshooting">
    Step-by-step problem solving
  </Card>
</CardGroup>

### Community Resources

<CardGroup cols={2}>
  <Card title="Shopify Community" icon="users">
    Join discussions with other merchants using Smart Shipping in the Shopify Community forums.
  </Card>

  <Card title="App Store Reviews" icon="star">
    Read experiences from other users and share your own feedback on the Shopify App Store.
  </Card>
</CardGroup>

## Feature Requests

Have an idea to improve Smart Shipping? We'd love to hear it!

<Card title="Submit Feature Request" icon="lightbulb">
  **Email:** [features@smartshipping.app](mailto:features@smartshipping.app)

  **Include:**

  * Feature description
  * How it would help your business
  * Use case examples
  * Priority level for you
</Card>

## Bug Reports

Found a bug? Help us fix it quickly:

<Card title="Report a Bug" icon="bug">
  **Email:** [bugs@smartshipping.app](mailto:bugs@smartshipping.app)

  **Include:**

  * Steps to reproduce
  * Expected behavior
  * Actual behavior
  * Screenshots/recordings
  * Browser and OS info
</Card>

## Feedback

Your feedback helps us improve:

<Card title="Share Feedback" icon="comment">
  **Email:** [feedback@smartshipping.app](mailto:feedback@smartshipping.app)

  We appreciate:

  * User experience feedback
  * Documentation suggestions
  * Performance observations
  * General comments
</Card>

## Service Status

<Card title="System Status" icon="signal">
  Check current system status and subscribe to updates:

  **Status Page:** status.smartshipping.app

  * Current system health
  * Incident history
  * Scheduled maintenance
  * Subscribe to notifications
</Card>

## Legal & Compliance

For legal, privacy, or compliance inquiries:

<Card title="Legal Inquiries" icon="balance-scale">
  **Email:** [legal@smartshipping.app](mailto:legal@smartshipping.app)

  * Privacy policy questions
  * Data processing inquiries
  * Terms of service
  * GDPR/CCPA requests
</Card>

<Note>
  **Pro Tip:** The more information you provide in your initial request, the faster we can help resolve your issue. Use the templates above for best results.
</Note>

***

<div className="text-center mt-8">
  <p className="text-lg font-semibold">Ready to reach out?</p>
  <p className="text-gray-600">Email us at [support@smartshipping.app](mailto:support@smartshipping.app)</p>
  <p className="text-sm text-gray-500 mt-4">We typically respond within 24 hours during business days</p>
</div>