MessageGears Customer Support standard business hours are Monday - Friday, 8:00 a.m. - 6:00 p.m. Eastern. Please see After-Hours Support for guidance on contacting Customer Support outside of standard business hours.
How to Request Assistance
To request assistance from MessageGears Customer Support, please submit a ticket using either of the following methods:
Please be sure to provide as many relevant details and as much context as possible around your request. For example, include relevant request IDs, campaign names, error messages, links to the Accelerator page in question, log files, etc. The more information we receive with the ticket, the quicker we can assist you!
Please see Service Level Agreements for guidance on priority definitions and expected response times.
As mentioned, MessageGears Customer Support standard business hours are Monday - Friday, 8:00 a.m. - 6:00 p.m. Eastern. However, if you should require assistance with a critical or urgent issue outside our standard business hours, the following options are available:
- If requesting assistance via the Request Form, select "Urgent" from the Request Priority dropdown
- If requesting assistance via Direct Email, include the words “Urgent” or “Critical” in the subject line
- If you need to escalate an existing ticket, respond to the ticket and include the "#urgent" tag in your response
Any one of these options will alert the on-call staff.
Service Level Agreements
MessageGears Customer Support Service Level Agreement (SLA) response times are based on ticket Priority. “Priority” is a subjective measurement that considers the urgency of the issue to the customer.
|Priority Level||Priority Definition||Response Requirement|
|Urgent||Anything that would result in complete system down time. Any major product feature that is non-functional and has no known workaround.||Initial response to ticket by Customer Support within 15 minutes of receipt.|
|High||System error, or serious production performance issue. Under certain conditions, a core function of Accelerator is non-functional, but there's a possible workaround.||Initial response to ticket by Customer Support within 30 minutes of receipt, during standard hours of operation.|
* Default priority for new tickets
|A functional issue has occurred, but it's generally minor and has one or more workarounds. A question about product functionality. A request for professional services. A request for reporting data.||Initial response to ticket by Customer Support within 30 minutes of receipt, during standard hours of operation.|
|Low||Minor program error or performance issues causing little or no impact to the customer. Research request.||Initial response to ticket by Customer Support within 60 minutes of receipt, during standard hours of operation.|
NOTE: “Initial response” means that a Customer Support team member has acknowledged receipt of the support ticket and, if necessary, has notified the customer of additional information that is needed to proceed with the investigation.