Expert Assistance When Technology Meets Reality

When submitting a support ticket, provide a detailed description of what you’re experiencing with specific examples and screenshots where applicable. Describe the exact steps that lead to the issue, including your browser or device and relevant account information. Include the complete error message if applicable. Explain what you were trying to accomplish from a business perspective, detail any troubleshooting steps you’ve already taken, and describe the business impact of the issue. This comprehensive information enables our support specialists to begin working on a solution immediately rather than requesting additional details.

SureDone provides support Monday through Friday from 9:00 AM to 5:00 PM Eastern Time, excluding major US holidays. Our knowledge base and community forums are available for self-service support outside of business hours. However, during non-business hours, SureDone team members regularly monitor for Priority 1 tickets.

The SureDone Knowledge Base is our comprehensive self-service resource center at [https://support.suredone.com/support/solutions](https://support.suredone.com/support/solutions), providing detailed documentation, tutorials, and troubleshooting guides for all platform capabilities. This extensive library contains hundreds of articles organized by topic and user role, with step-by-step instructions, screenshots, common use cases, configuration options, and best practices. The Knowledge Base is continuously updated to reflect platform enhancements, marketplace changes, and emerging best practices. The resource is available for self-service support outside of business hours.

SureDone’s “Ask Us Anything” webinars are bi-weekly interactive sessions where our product specialists and support experts address client questions in real-time. These sessions allow you to ask specific questions about platform capabilities, implementation approaches, marketplace strategies, and technical challenges, receiving immediate expert guidance. The interactive format allows for follow-up questions and clarifications, ensuring comprehensive answers. Registration is available through our support portal.

SureDone maintains a structured process for feature requests through our support portal using a dedicated feature request forum. Our product team reviews all requests during monthly prioritization sessions, evaluating them based on client impact, strategic alignment, technical complexity, and implementation requirements. Requests with broad applicability and significant business impact receive higher prioritization. You’ll receive updates on your request status as it moves through our evaluation process. We also offer a fee based “Feature Acceleration Program” which will move your request, if accepted, to the top of the list.

Yes, SureDone provides implementation assistance through our support team and higher levels of one on one support through our onboarding team (fees may apply). All clients receive access to documentation, configuration guides, and best practices resources. For more complex implementations, we offer structured onboarding programs with specialists who guide you through the process from planning through launch. These specialists work directly with your team to configure the platform and ensure a smooth transition. Implementation assistance includes platform configuration, data migration support, integration guidance, and user training.

SureDone provides integration support for connecting with your existing business systems. For standard integrations with marketplaces, shopping carts, and common business systems, our support team provides guidance through documentation and configuration assistance. For custom integrations using our API, we offer developer documentation and code examples.

SureDone offers diverse training resources including our comprehensive e-learning system at [https://elearn.suredone.com](https://elearn.suredone.com) with video courses, written documentation, and interactive quizzes to reinforce learning. We also provide written guides with step-by-step instructions, live webinars with interactive Q&A sessions, and structured training programs with sequential learning paths for different user roles. Our training approach emphasizes practical application rather than theoretical knowledge, ensuring your team develops actionable expertise that translates directly into operational excellence. All training resources are continuously updated to reflect platform enhancements and emerging best practices.

SureDone’s support philosophy centers on business enablement rather than just technical issue resolution. While most providers focus narrowly on software functionality, our approach addresses the business context of technical challenges, ensuring solutions that advance your objectives. We maintain a “no pass the buck” policy where our support team takes ownership of your issue regardless of complexity or origin. Our support specialists receive comprehensive training on both technical aspects and business applications. We measure success by business impact and issue resolution, not just response times or ticket closures. We view support as a strategic function rather than a cost center, investing in capabilities that create competitive advantage.