What is Support or Priority Support?

Stock Sync provides two distinct tiers of customer assistance—Standard Support and Priority Support—tailored to your subscription plan to keep your catalog syncs and feed configurations running smoothly.

How to Access Support

Go to App → Help & Support → Contact Support

1. Check Your Plan Tier: Verify your current subscription level to determine whether your account includes Standard Support or Priority Support.
2. Submit a Request: Open the in-app chat widget or submit a ticket outlining your issue, feed ID, and relevant spreadsheet links.
3. Schedule a Session (Priority Support): If your plan includes Priority Support and requires hands-on assistance, request a 15-minute video call session directly with an executive support agent.

Support Tiers

1. Standard Support

Standard Support is available across baseline plans and handles customer questions and technical inquiries systematically.

• Requests are addressed on a first-come, first-served basis by the Support Team.
• Initial response times are typically within 24 hours during business hours.

2. Priority Support

Priority Support is an elevated tier included with selected premium plans designed for merchants requiring accelerated response windows and hands-on technical guidance.

• Support tickets and incoming inquiries receive elevated queue priority for faster response times.
• Direct onboarding and advanced technical troubleshooting are conducted alongside a technical specialist.
• 1-on-1 video call sessions are available with an executive support agent, subject to scheduling availability.
• Each scheduled video call session is limited to a maximum duration of 15 minutes.

• API Configuration: Direct assistance connecting custom store endpoints and external APIs.
• Image CDN Setup: Configuring custom image hosting, delivery domains, and CDN paths.
• Feed Troubleshooting: In-depth debugging of failed feeds, parsing errors, and broken data links.
• Complex Price Rules & Conditions: Building tiered price conditions, markup formulas, and rounding logic.
• Variant Structuring: Adding new variants to existing products without duplicating base catalog items.
• Custom Formatting: Resolving unique delimiter, date format, and number encoding issues.
• Advanced JSON & XML Mapping: Handling nested arrays, child objects, and multi-node feeds.
• Liquid Formatting: Writing custom Liquid code snippets for dynamic title, handle, and description transformations.

Key Rules & Technical Details

• Plan Eligibility: Priority Support benefits and video call privileges are exclusively available to stores subscribed to eligible higher-tier plans.
• Session Duration Limit: All executive support video consultations are strictly capped at 15 minutes per session. Prepare specific questions and feed IDs in advance to maximize meeting efficiency.
• Availability Constraints: Video consultations require advance scheduling and depend on executive agent shift availability during operational business hours.

Troubleshooting Steps

• Issue: Support response is delayed beyond 24 hours → Solution: Verify that your inquiry was submitted during standard business hours and check your spam/junk folder for ticket notification replies.
• Issue: Video call link is unavailable → Solution: Submit an inquiry via the in-app chat widget requesting a booking link, and a representative will share available executive agent calendar slots.

Good Articles to Continue

• [Troubleshooting Feed Connection Errors] → Self-serve steps for identifying and resolving the most common feed loading and sync errors.

Updated on: 29/10/2026