Our partnership is important to us and we want to make sure you have the necessary support. This is how to contact SiteSpect Support during and after business hours.
Business Hours
Urgent or Priority 1 Issues: Phone lines manned 24 x 7 x 365
Normal Business Hours: 04:00 - 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: +44 330 822 1715
- Europe Support Line: +31 20 82 020 82
- Australia Support Line: +61 2 7908 6920
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 is available 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 the 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:
- For New Campaign or development requests, please include the Campaign Design Guide (CDG)
- For Troubleshooting, please include:
- Campaign Name as listed in SiteSpect
- 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: +44 330 822 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 the 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 |
04:00 to 20:00 U.S. Eastern Time |
Email helpdesk@sitespect.com or call the support line |
|
Priority 3 incident |
04:00 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 |