At Alloy, we are dedicated to providing customer support during our regular business hours, which are: Monday to Friday from 8 am to 8 pm Eastern Time. However, we understand that some issues require immediate attention, even outside our regular hours, and need to be escalated.
This article will cover the following information:
- Urgency Definitions
- How to Escalate Issues
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After Hour Support
Urgency Definitions
Our team has automated alerting built around the following terms. These terms can be included in the subject line or email body, but we recommend always including it in the subject line for visibility.
Urgent issues refer to issues that require immediate attention due to a critical issue where one of Alloy's systems has stopped working correctly or if there's a fraud attack. For urgent requests, we recommend adding "Urgent" to the subject line when contacting us, which will help us prioritize your concern.
Time-sensitive refers to requests that are important to resolve within a tight deadline, but do not require immediate resolution. While time-sensitive requests are important, they do not carry the same level of urgency as incidents or fraud attacks. These could include, but are not limited to:
- Workflow or Journey updates to implement a new tag, threshold change, update to outcome rules
- Account Access such as being locked out of an account or not receiving a password reset email
When contacting us with time-sensitive requests, we recommend adding "Time-sensitive" to the subject line and letting us know what deadline you are working under. Please give our team a few business days of advanced notice of your time-sensitive request to investigate and resolve.
How to Escalate Issues
We take both urgent and time-sensitive requests seriously. Our team is dedicated to addressing urgent matters promptly, even outside of regular support hours. For time-sensitive requests, our response time will be within our regular business hours, and we will work diligently to provide you with the assistance you need.
To increase the urgency of an issue, please follow these steps. These steps apply for issues opened during business hours and after business hours.
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Indicate Urgency in the Subject Line and Email Body: When sending an email to our support team, make sure to include the word "Urgent" or "Time Sensitive" in the subject line and body of the email.
Select the proper urgency level based on the Urgency Definitions.
This is a crucial step to ensure our team is alerted to your issue. If you include any other variations of these terms (such as misspellings) or a different term not covered here, our team may not be alerted. If the urgency is increased after a ticket has already been opened, it's important that the urgency level is included in the email body or our alerting systems may miss the update. -
Open a New Support Ticket: To ensure we have all the necessary information to assist you, we recommend opening a new support ticket. To do this, you can reach us through the support email address support@alloy.com.
In the body of the email, make sure to provide a detailed description of the issue, along with any relevant information.
If the issue is a Fraud Attack, please describe the fraud attack, when it started, and a few examples of applications that are considered fraudulent. Providing Alloy tokens or URLs to the applications in the Alloy dashboard will allow our team to respond quickly.
If the issue is an incident, please describe the incident in detail, when did the issue first begin, steps the Support Team can take to reproduce the reported issue. Feel free to include any other pertinent details that can assist us in resolving your issue effectively. - Stay Available: After you've submitted your request, please remain available for communication. Our support team will do their best to respond to your ticket as quickly as possible.
After Hour Support
What Issues are Covered After Hours
While our team provides full support during business hours, we have an on-call team monitoring for business impactful issues. During after hours, our team is committed to monitoring for and helping assist in the following Urgent issues:
- Incidents: Incidents are defined as situations where a critical component of Alloy's service experiences an interruption in its functionality and has become unavailable. This encompasses Alloy's API, dashboard, webhooks, or SDK. Additionally, for incidents related to data vendors, we will conduct an investigation into whether the third-party data service is undergoing a service disruption.
- Fraud Attacks: Fraud attacks are highly impactful to our customers and necessitate swift action to minimize the approval of fraudulent applications. Our team is committed to swiftly addressing these issues during our after-hours support. Please note, our support coverage is limited during this time. Our teams are able to "stop the bleeding" caused by fraudulent activities during after-hours support. Any further investigation or changes to the Workflow or Journey to implement long-term solutions will be completed at the start of the next business day.
Response Time After Hours
We are committed to addressing urgent matters as promptly as possible, even after hours. Our team is committed to responding to urgent issues within 2 hours of the ticket being created, however, we strive to respond much more quickly.
Every urgent issue is given thorough review by our team. However, it's important to be aware that if the issue doesn't fall within the scope of concerns outlined in this document, our team will respond by indicating that the issue will be addressed during the next business day.
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