At Alloy, we are dedicated to providing customer support during our regular business hours. We understand that some issues require immediate attention — even outside those hours — and need to be escalated. Escalation in this context means informing the Support team that a question has urgency tied to it. This guide explains when to mark a request as Urgent or Time Sensitive, what information to include, and what support is available after hours.
Urgency definitions
Our team has automated alerting built around the following terms. Including them in your message to Support, regardless of which contact method you use, will inform our on-call team.
Urgent refers to issues that require immediate attention because a critical part of Alloy’s service has stopped working correctly, or because you are experiencing a fraud attack. For urgent requests, include the word “Urgent” in the body of your message so our team can prioritize your concern.
If the issue is a fraud attack: make sure to describe the attack, when it started, and a few example applications you consider fraudulent by including Alloy application tokens or dashboard URLs to help our team respond quickly. Please share tokens rather than applicants’ personal information.
If the issue is an incident: describe the issue in detail, when it first began, and any steps our team can take to reproduce it, any example Alloy application tokens or dashboard URLs. You can also check status.alloy.com for information about known service interruptions.
Time-sensitive refers to requests that are important to resolve within a tight deadline but do not require immediate on-call resolution — for example:
Workflow or Journey updates to implement a new tag, threshold change, or update to outcome rules
Account access issues, such as being locked out of an account
Evaluation or application outcome troubleshooting
Questions as part of audits
Delayed custom report
When contacting us with a time-sensitive request, include the words “Time Sensitive” in your message and tell us what deadline you are working under. When possible, please give our team a few business days of advance notice.
How to escalate an issue
Whether you are submitting a new issue or an existing tickets needs to be escalated, these steps would be applied regardless of support channel. You can follow this process during and after business hours.
Include the urgency term in your message. Write “Urgent” or “Time Sensitive” in the body of your message. This process is valid for brand new ticket conversations or existing ticket conversations.
Email to [email protected] — include the term in the body. You can include it in the subject line as well, but recommended only on the first message. Edited subject lines may not alert our on-call team.
The Messenger / AskAlloy — if you are chatting with AskAlloy, using the word “Urgent” or “Time Sensitive” triggers the same escalation paths: your conversation is routed to the team with that priority.
Your Alloy Slack channel — include the term in your message.
Start a new conversation for a new issue rather than replying to an old thread, and include a detailed description. Requesting “Urgent” or “time-sensitive” multiple times within the same ticket will not re-alert our teams.
Stay available. After you’ve submitted your request, please remain available for communication. Our support team will do their best to respond as quickly as possible. Our on-call team will review all “Urgent” requests promptly. However, if an Urgent issue does not fall within the above definitions, a support agent will reply to inform you that an agent will assist the next business day.
After-hours support
While our team provides full support during business hours, we have an on-call team monitoring for business-impactful issues after hours. After-hours coverage is considered anything outside of our normal operating business hours. Alloy’s business hours currently are Monday - Friday 9 AM - 6 PM GMT and 8 AM - 8 PM ET, excluding weekends and holidays.
During after hours, our team is committed to monitoring for and helping with the Urgent defined as incidents or fraud attacks.
We are committed to addressing urgent matters as promptly as possible, even after hours. Our team will respond to urgent issues within 1 hour of the request being created, and we strive to respond much more quickly.
Every urgent issue is given thorough review by our team. However, if the issue doesn’t fall within the scope outlined in this article, our team will respond by indicating that the issue will be addressed during the next business day.
For all the ways to reach support and how to track your requests, see Contacting Alloy Support.