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Customer Support & SPOC
Should you require assistance with such a P1 issue outside of normal business hours (9:00 am to 5:00 pm, Monday to Friday, except on holidays), please use "P1" in the subject line of your email. We'll respond within two hours. Refer to the following table for information on the various support options and priority levels:
P1, Critical Priority "P1" or "System Down"
P1 is used when the end user UI is not working for many users( >20% of users) Initial target response: Two (2) hours after ticket submission.
Target resolution or workaround: Priority reduced to P2 within 12 hours.
P2, High Priority
"P2" Campaign update requests, Reports not showing correct data
Initial target response: Eight (8) hours from ticket submission.
Target resolution or workaround: Within seventy-two (72) hours.
P3, Normal Priority
"P3" New campaign launch requests, Reports are not refreshed on time
Initial target response: Within 1 business day via email.
Target resolution or workaround: Within five (5) business days.
P4, Low Priority
"P4" Minor issues with the dashboard. Product enhancement or feature requests.
Initial target response: Within two (2) business days via email; updates provided as necessary.
Target resolution or workaround: Within five (5) to ten (10) business days.