Interacting with Mapp's Technical Support
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    Interacting with Mapp's Technical Support

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    Article summary

    This document provides guidance on how Mapp Digital customers can interact and engage with our Technical Support services. It replaces our previous Customer Service Support Guides and Technical Support policies.

    This manual also includes the following articles:


    1 Who we are

    Mapp Technical Support is an international, customer-facing team specializing in solving technical questions and incidents related to Mapp products.

    • Support Channels: Requests can be submitted via our global telephone support lines or the Technical Support Portal.

    • Availability:

      • 24/7 hotline support for urgent requests

      • Online Support Portal during business hours

    • Multilingual Support: Services are available in English, German, French, Italian, and Spanish, with localized teams based in the US, UK, France, Germany, and Italy.

    • Mission: To assist with technical questions, incident management, and general product use. Requests outside the scope of Technical Support are transferred to the appropriate team for prompt handling.


    2 What Technical Support Services Include

    • Front-Line Support: Immediate assistance via hotline or support portal.

    • Troubleshooting and Resolution: Investigation and resolution of reported issues.

    • Guidance on Product Capabilities: Assistance with general product questions and capabilities.


    3 Raising a Case with Technical Support

    3.1 Customer Portal

    The Mapp Support Portal is accessible 24/7, allowing customers to:

    • Log cases by filling out a simple online form.

    • Track case progress, update information, add attachments, or close cases directly.

    Your portal account is pre-created by Mapp automatically or upon request to your Account Representative.

    Access the portal at: https://support.mapp.com

    For detailed usage instructions, see Using the Technical Support Portal.

    3.2 Support Hotline

    For critical issues, contact our hotline for expedited support. If no analyst is available, leave a voicemail with the following details:

    • Customer and company name

    • Phone number and/or email address

    • Affected product or system

    • Brief description of the problem

    Language Availability:

    • English: 24/7

    • French, German, Italian: Monday to Friday, 09:00 - 18:00 CET

    • Spanish: Monday to Friday, 10:00 - 19:00 CET

    You will find our regional hotline numbers in our Technical Support Contact Guide.

    3.3 Best Practices for Raising a Case

    To help the Technical Support team investigate and resolve your issue quickly, include the following information:

    1. Intent: What you were attempting to do.

    2. Reproduction Steps: The steps taken when encountering the issue.

    3. Actual Behavior: What is the issue/unexpected behavior?

    4. Supporting Information: Dates, times, and IDs of affected objects.

    Providing clear and detailed information ensures faster resolution of your case.

    Leaving a Voicemail

    If you leave a voicemail, we recommend that you provide the following information:

    • Customer and company name

    • Phone number and/or email address

    • Affected product or system

    • Brief description of the problem


    4 Case Processing and Expectations

    • Initial Response: Once an analyst is assigned, you will be informed of the investigation status and any required additional information.

    • Investigation: Analysts may escalate the issue to relevant teams if needed.

    • Solution Delivery: Once resolved, the solution will be shared for your review. Accepting the solution will close the case; if rejected, the case will be reopened for further analysis.

    4.1 If Mapp Requires More Information

    If Mapp requires extra information or clarifications to handle your ticket, a request for further details may be sent to you via your case.

    • Once this request is sent, your ticket will be paused while we await your response, and work will resume once you provide the extra information.

    • If Mapp does not receive a response to this request, Mapp will repeat the request after a minimum of 2 working days.

    • If Mapp does not receive a response after two consecutive requests, your case may be resolved.

    For detailed information about resolution and response time, see the Service Level Agreement.


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