Submitting support queries - what to expect

Addressing an issue

Our Helpdesk and Product Management teams are located in the UK.

After initial acknowledgement of the issue, we aim to respond to queries within one business day with a resolution. As a guide:

• If you submit a ticket in the morning, we will respond to you by the end of the day (UK).
• If you submit a ticket in the afternoon, please expect a reply the next morning (UK).
• US/AU, we will respond to you the next day.

Escalations

If we are unable to resolve your issue, we will escalate to the appropriate Product Manager.

• For severity 3 type issues, resolution may be up to 10 working days

• For severity 2 type issues, resolution may be up to 5 working days

• For severity 1 type issues, resolution may be up to 2 working days

We will keep you updated along the way via email or phone to manage your expectations as much as possible. Please refer to the below table for guidelines. 

If an issue is urgent let us know in the subject of the email or please do give us a call so we can help you immediately.

Severity breakdown 

Please note this is outlined in our SLA document.

Severity 1	Critical error, causing the Application to completely fail to function. Examples of a Severity 1 error include, but are not limited to, the system being unavailable due to the database going offline, or a ‘page not found’ error when the User tries to access the Application online, or complete inability to send a campaign.	Resolution: 48 hours Communication frequency: every 4 hours
Severity 2	Major bug, causing the Application to fail to perform a key function as intended. Examples of a Severity 2 error include, but are not limited to, problems in the creation or despatch of a campaign for which there is a workaround, or inability to operate reporting, list building or account administration functionality.	Resolution: 5 working days Communication frequency:  every day
Severity 3	Minor bug, causing inconvenience to the User but in respect of which a workaround is available and all key functions can be carried out by some means. Examples of a Severity 3 error include, but are not limited to, inability to send a test campaign, or inability to resize an image.	Resolution: 10 working days Communication frequency: Discretionary