Exclaimer provides a comprehensive Service Level Agreement (SLA) that defines the level of service a customer is guaranteed to receive when they purchase.
Online
Comprehensive video tutorials, technical guides and additional documentation are available 24/7 at https://support.exclaimer.com/
Raising a support ticket
Support is available via live chat, email, telephone*, and remote support using Microsoft Teams and TeamViewer.
Access to telephone support is available for customers on the following pricing plans:
- Pro plan
- Signature Management Cloud (legacy)
- Signature Marketing Cloud (legacy)
For more details, visit
https://exclaimer.com/pricing
An on-call engineer will be available at weekends and on the following dates on email to ensure you still receive help for any issues:
- 25 December
- 26 December
- 1 January
Exclaimer Support severity levels
All support requests made by customers are assigned a severity level from Low to Urgent based on the impact that the issue is having on business operations. Severity levels may change after an assessment by an Exclaimer Support Agent.
SEVERITY LEVEL |
CUSTOMER IMPACT |
Urgent |
Critical service impact: Issues that critically affect primary business functions, major
|
High |
High service impact: Over half of users are affected and our solution’s running |
Normal |
Moderate service impact: Any issue that impacts under 30% of users. Our solution is |
Low |
Minimal/no service impact: All non-critical issues, general requests for online demonstrations. |
Exclaimer Support response times
TICKET STATUS / SEVERITY LEVEL |
URGENT | HIGH | Normal |
Low |
New ticket |
45 mins |
1 hr 30 mins |
4 hrs |
12 hrs |
With support |
1 hr 30 mins |
3 hrs |
8 hrs |
24 hrs |
With customers | 1 hr 30 mins |
|
|
|
Total resolution time | 12 hrs |
24 hrs |
120 hrs |
168 hrs |