Last updated 29 August 2015
Your add-on service is now launched and users are signing up. In the first phase, your focus was on integration and testing. Now that your add-on is launched, your focus will shift to the ongoing operation of your cloud service as well as assisting users who experience problems. After all, your users are the reason you even have an add-on.
The following covers the support tools which Heroku offers along with guidelines and expectations around how to support your users.
As an add-on provider you are responsible for supporting your service, and need to be set up to do so. Users will be asking questions and reporting problems, and you must respond to such inquiries in a timely and helpful manner.
While Heroku users are encouraged to submit requests through the Heroku support portal, you must be prepared to receive requests directly as well.
Dealing with support tickets from Heroku
Heroku operates a ticket-based helpdesk system. Every add-on provider gets an agent account in the system that will forward inquiries to the email address you designated as your add-ons support address in the provider dashboard (i.e. email@example.com). Others associated with your provider account, which also have a Heroku account, will be able to access your add-on’s support view within the Heroku support system.
The flow of an add-on related support ticket looks like this:
- User submits a ticket at help.heroku.com.
- Heroku’s Support team determines that it is related to a specific add-on.
- The ticket is assigned to the the support view for your add-on, which automatically notifies you via email.
- You reply to the ticket by either logging in to the support portal or responding to the email notification you received.
- After replying, you mark the ticket as “Pending” which removes it from your view, denoting that it has been handled.
- Once a resolution or workaround has been determined, you may mark the ticket as either “Pending” or “Solved” depending on whether or not there is a chance that the customer may want to respond.
Pending or Solved? If the customer does not respond after a few days of a ticket being set to “Pending”, it will be closed. Alternately, marking a ticket as “Solved” will immediately notify the customer that the ticket has been closed.
Marking a ticket as “Solved” should only be used if it is clear that the issue has been resolved and the conversation is over. While the customer can still respond to the ticket, it can be seen as inconsiderate or even insensitive depending on the context of the ticket.
Direct support requests
Most add-on providers operate their own support ticket systems. At an absolute minimum, you need to provide a clearly advertised email address (such as firstname.lastname@example.org) through which Heroku users can contact you.
Occasionally, you will find it necessary to directly notify an add-on user. Under the terms of the Add-ons License Agreement, Heroku can provide you email addresses of your add-on users. You may use this information exclusively for issues related to the operation of your add-on.
Examples of acceptable notifications are:
- Scheduled maintenance notifications
- Information service interruptions and subsequent follow-ups on service status
- Plan overages
- Terms of Service (TOS) violations
- Product feature updates
- Product survey/feedback
All non-critical notifications must contain opt-out instructions or links.