Support & Feedback
Email is the primary support interface for the Shoplogix IMS platform. Send questions, problem reports, and documentation feedback to:
Use the Feedback Button
Every page of this site has a Feedback & support button in the bottom-right corner. Use it in preference to a blank email — it collects a small amount of context and adds it to the message for you.
- Select Feedback & support.
- Select the type of request: a problem, a question, unclear documentation, or a suggested improvement.
- Give a one-line summary. This becomes the subject of the email. The limit is 120 characters.
- Give the details. Include sensor MAC addresses, site names, and timestamps if you have them. The limit is 2000 characters.
- Give your company or site name. This is optional, but it helps the team find your account.
- Select Prepare email.
Your own mail app then opens a draft addressed to the support team. Read the draft and send it.
The draft includes this context automatically. Each line is plain text at the end of the message:
- Page — the page title and the full web address. This identifies the exact page you were reading.
- Sent — the date and time you selected Prepare email. This correlates your report with platform events and sensor data.
- Browser — your browser identification string: the browser, its version, and your operating system. This helps the team reproduce display problems.
You can read and change every one of these lines in your mail app before you send the message.
The button prepares the message but does not send it. The email leaves from your own mail account, so the support team can reply to you directly, and you keep a copy in your sent items.
The site stores nothing. It has no server to send your text to, so the message exists only in the form and then in your own mail app.
If Your Message Is Longer Than 2000 Characters
The Details box holds 2000 characters. If you paste more, the form keeps the first 2000, tells you how many characters it removed, and gives you the support address. For a long log or a large report, email ims-support@shoplogix.com directly and attach the file.
If No Draft Opens
Your browser needs a mail app to open a draft. If you use webmail and no draft opens, select Copy message in the confirmation panel, then paste the message into a new email to ims-support@shoplogix.com.
If You Close the Form by Accident
The form asks you to confirm before it discards text you have written. Select Keep writing to go back to your message, or Discard message to close the form and lose the text.
Your message is not saved. If you go to another page while the form is open, the form closes and the text is lost, because the page context in the message no longer matches the page you are on.
What To Include
Give the team as much of this as applies. Each item shortens the time to a resolution.
- The asset — the sensor MAC address, gateway serial number, or machine name
- The site — the site or company name the asset belongs to
- The time — when you saw the problem, and your time zone
- What you expected, and what happened instead
- The interface — Shoplogix IMS web app, REST API, webhooks, or MQTT
- For API problems — the request path, the response status, and the response body
Other Channels
| Need | Where to go |
|---|---|
| Platform problems, questions, and documentation feedback | ims-support@shoplogix.com |
| Account changes, new sites, SSO setup, and hardware orders | Your Shoplogix account team |
| Security questionnaires and compliance requests | Your Shoplogix account team — see Security & Compliance |
Response times follow the support agreement for your organization. Contact your Shoplogix account team if you are not sure what your agreement covers.