This article will review business hours, the ways you can contact support as well as our standard SLAs.
Business Hours
Urgent or Priority 1 Issues: Phone lines manned 24 x 7 x 365.
Normal Business Hours: 4:00 - 20:00 Eastern Time, Monday through Friday, Except major Holidays
How to Contact SiteSpect Support
Always email your requests to helpdesk@sitespect.com
The Help Desk is managed by a team of people during normal business hours and is the best way to ensure we can promptly address your request.
Support Phone Numbers:
For Urgent or Priority 1 incidents, always call and email our support team.
In the event we are unable to answer your call, please leave a voicemail with your name, company name, contact number and a brief summary of why you are calling and someone will get back to you as soon as possible.
North American Support Line: 1-844-859-1900
UK Support Line: +44 330 822 1715
Europe Support Line: +31 20 82 020 82
Australia Support Line: +61 2 7908 6920
Support Response Times SLA’s
If Customer reports errors in the System, SiteSpect will make its best efforts to provide an initial response within 15 minutes of receipt acknowledging the report by Customer. Thereafter, SiteSpect will use diligent efforts to provide a resolution in accordance with the chart below.
|
Priority |
Description of Condition |
Examples specific to service |
|
Priority 1 “Emergency” |
Incident which negatively impacts the Customer's website visitor experience or the Customer’s ability to conduct business on its website. |
|
|
Priority 2 “Campaign Prevention Bug” |
A bug prevents the Customer from creating or launching a test or targeting campaign. |
|
|
Priority 3 “Nuisance Bug” |
A bug which can be worked-around but creates a nuisance nonetheless. |
|
Technical Support Contact and Availability:
|
Actual Priority |
Hours of Availability |
Contact Information |
|
Priority 1 incident |
24 x 7 x 365, manned by human |
Call the Support line listed above |
|
Priority 2 incident |
4:00 to 20:00 U.S. Eastern Time |
Email helpdesk@sitespect.com or call the support line |
|
Priority 3 incident |
4:00 to 20:00 U.S. Eastern Time |
Email helpdesk@sitespect.com or call the support line |
Incident Resolution Time:
|
Actual Priority |
Expected resolution or workaround time |
|
Priority 1 incident |
15 minutes to workaround, 1 business day to resolve |
|
Priority 2 incident |
2 business days to repair |
|
Priority 3 incident |
30 days to repair |
1. Feature or enhancement requests to the Program do not qualify as Priority 3 Nuisance Bugs.
2. An acceptable workaround shall be for SiteSpect to instruct Customer to place the System into a Bypass state, understanding that this will NOT impact the Customer's visitor access or the Customer's ability to conduct business on its website. The ability to attain such a state shall be verified as part of the implementation process.