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Contacting Support

Note

Important: End-user/first line support must be handled by the MSP only. First line support refers to anything a MSP can action from the MSP Hub or the Customer Portal.

When opening a ticket to query specific emails, we ask that you provide the Queue ID or Message ID.

The current normal working hours for support are defined as 08:00 - 23:00 GMT / 03:00 - 18:00 EST Monday to Friday.

MSPs may raise queries via their MSP Hub, email, or phone. Queries will be processed by support engineers who are trained to perform in-depth diagnostic and troubleshooting activities to resolve product and service issues as quickly as possible.

Phone Numbers:

US: +1 774 244 3117

UK: +44 20 7959 4478

IRL: +353 1 574 0360

Email:

[email protected]

Opening A Ticket

Tickets can be created and responded to directly in the Hub which allows team members to open tickets at ease. To create a new ticket, complete the following steps.

Step 1: Navigate to “Tickets” page

Navigate to the "Tickets" page on the sidebar.

Step 2: Select “New ticket+”

Click "New ticket+" located in the top left corner of the page.

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Step 3: Choose priority

Select the "Priority" from the dropdown menu.

Step 4: Enter subject line

Fill in a related and informative subject line.

Step 5: Describing your query

Enter the details of the query into the large text box. Please include your name and email address.

Step 6: Submit your ticket

Press "Submit New Ticket" in the top right once everything has been filled in. Please include as much information as possible relating to the problem as it will help speed up the resolution time.

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Note: Attachments/images are currently not supported when creating tickets using the Hub. If an attachment or image is required, please send an email to [email protected].

Ticket Priorities

There are three different priorities available when creating tickets. Please respect these priorities as failure to adhere could lead to delays.

Note

These are estimated response times for an initial response to a support query.

Severity

Example Issue

Target Initial Response Time

Support Coverage

High

Unable to access product, domain wide deliverability issues, no workarounds available, requires immediate fix.

30 minutes to 1 hour (elapsed)

24/7 [Telephone]

Medium

Degraded quality of service but workaround available, false negatives.

2 to 4 hours (elapsed)

Normal working hours

Low

Questions, non-time sensitive tasks, feature requests.

8 Business Hours

Normal working hours

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