FAQs

Modified on Thu, 26 Oct 2023 at 10:07 AM

What type of issues can be raised with this Partnerhub support portal?

Partnerhub support portal primarily focuses on supporting service integrations which are already setup and exchange data between Nike and Partners. Incase you are facing any issue in these integrations you can raise incidents for such scenarios.

Example: You have a service which consumes data from Nike Partnerhub team and there is a disruption of data or you are receiving unexpected data, you can raise a incident to get it fixes or know more on what is wrong with the integration.

What details should be added in the incident ticket?
Ideally you can provide as much details as possible. If possible some steps to reproduce the issue, some trace ids, or screenshot of error messages would be helpful for our team to support you as quickly as they can.

Caution: Please make sure that you are not adding any confidential or sensitive information such as API keys, usernames, passwords etc. in the ticket description.
What do I do in case I am not able to find the type of incident, issue which I need to raise?
You can raise the incident, issue or your question by selecting type as "Other". We constantly strive to update the list of types of incidents we get from our partners. If we feel that we need to add the type for the issue or incident you have raised

How would I know the status of the issue or incident?

You can view the status in the portal. Partner is notified by email of ticket status changes.

What should I do in case I need to add one more contact from our group who can raise incidents or tickets?

Ideally when sharing the email in order to added to support portal account, we prefer a mailing list which can be easily managed by your team. But in case you prefer individuals to be added in the support portal, you can contact your Nike business partner.

What do I do if I see the ticket is closed but we still face the issue?

If you see that the ticket is closed for an issue which still persist, you can copy the incident number from the ticket which is marked as closed and can open the new ticket.
You can find the ticket number next to the title or subject of the closed ticket on the portal.

How do I discontinue an integration I have?

Normally we do audit our integrations on timely basis and stop the integrations if they need to be stopped. But in case for any reason you need to stop the integration, you have to reach our to the Nike business partner in order to do this process. Partnerhub support team would not stop or pause the integration even if the request or incident is raised from this support portal.
How do I add a new integration (order, account matching, etc?)

For any new integration you need to reach our to the Nike business partner and follow a different process. This portal is specific to address the issues, incidents or questions around current integrations which are live.
How will I be notified if there are changes to the status of my request?

You will be notified by automated email if there are any changes to your ticket such as if a support agent adds a comment, changes priority or updates the ticket status.
You can view all the updates on the portal and makes changes as well, your updates will also be notified to the assigned support agent.