SiteSpect Support Overview

This article reviews how to get in touch with SiteSpect Support, both during and after business hours, as well as best practices for working with the Customer Success team.

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

Urgent Support Needs

For Urgent or Priority 1 incidents, always call the support line (numbers listed below) and follow up with an email to helpdesk@sitespect.com.

In the event we are unable to answer your call, please leave a voicemail with your name, company name, contact number including country and area codes 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 (0) 20 3239 8591
  • Europe Support Line: +31 20 82 020 82
  • Australia Support Line: +61 390 163 800

After Hours Support

To reach the After Hours Support team, use any of the Support phone numbers above and select option number 4 for After Hours Support.

In the event no one able to answer your call, please leave a voicemail and someone will return your call promptly. Please include the following information in your voicemail:

  • Name
  • Company and Website you are calling about
  • Contact Phone Number including country and area codes
  • Brief reason for your call

What situations does SiteSpect After Hours Support handle? 

Emergency, after hours technical support covers issues that affect Customer’s ability to effectively conduct business on its website, primarily traffic affecting issues. This includes instances of unavailability or performance degradation.

Emergency technical support does not include issues pertaining to running tests or answering any other questions defined as customary technical support.

Submitting a SiteSpect Support Ticket

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. 

When submitting a SiteSpect support ticket to helpdesk@sitespect.com, please include the following information for all tickets:

  • Website address and/or specific page URLs where you are experiencing the issue
  • Reproduction steps including videos or screenshots if applicable
  • Information about the time the issue began
  • Any other details that support the investigation 

Submitting a SiteSpect Request for Campaign Development or Troubleshooting

When contacting SiteSpect either via email at helpdesk@sitespect.com or telephone, please include the following information:

  1. For New Campaign or development requests, please include the Campaign Design Guide (CDG)
  2. For Troubleshooting, please include:
    1. Campaign Name as listed in SiteSpect
    2. Website address where the campaign is applied, including information as to what pages are affected.  Screenshots are very helpful to help us expedite resolution.

SiteSpect Support Lines

  • North American Support Line: 1-844-859-1900
  • UK Support Line: +44 (0) 20 3239 8591
  • Europe Support Line: +31 20 82 020 82
  • Australia Support Line: +61 390 163 800

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.

  • Response time degradation
  • Customer website inaccessibility

Priority 2 “Campaign Prevention Bug”

A bug prevents the Customer from creating or launching a test or targeting campaign.

  • Unaccepted syntax
  • Inability to save a campaign element

Priority 3 “Nuisance Bug”

A bug which can be worked-around but creates a nuisance nonetheless.

  • Must refresh a page to expose content
  • Broken link

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