We have three priority levels available to categorize your requests: normal, urgent, and critical. Please see our designations below to best classify your case.
Normal
All tickets that do not match the criteria for Critical or Urgent.
Response Time
Initial response within two business days.
Urgent
Tickets with a time-sensitive element and/or that have the potential of matching Critical criteria within four business days,
Tickets that have been downgraded from Critical once a reasonable workaround has been provided,
We recommend that Urgent tickets be raised via the Support Portal
Response Time
Initial response within one business day.
Critical
A Critical ticket is a technical issue that is either actively affecting the critical functions of the primary product functionality listed in the table below or has the possibility to affect that product functionality within the next 24 hours, and where no workaround exists.
Product | Primary product functionality | Critical functions |
|---|---|---|
Engage | Message sending |
|
Fashion | Processing enriched product details |
|
Intelligence | Data gathering, analysis & activation |
|
Response Time
Initial response within 4 hours.
For Critical tickets raised outside of business hours, please contact the Mapp hotline directly. If an analyst is unavailable, leave a voicemail to trigger alerting.
Customers with contractual account access restrictions in the European Union will have their Critical tickets suspended at the end of regular business hours.
Priority Downgrade
A Critical ticket will be downgraded to a lower priority under the following circumstances:
The ticket does not match the above definition of a Critical ticket.
The customer requested a downgrade.
A workaround is provided.
No timely response to a request for information by Mapp.
What Constitutes an Initial Response?
When a ticket is received and reviewed by Mapp Technical Support, it’s assigned to a support engineer for further action. At this point, you’ll receive an update from the assigned Mapp representative. This is the Initial (or First) Response, which can take several forms:
Confirmation of Assignment: Notification that the ticket has been assigned and is being reviewed.
Initial Assessment or Next Steps: An update outlining the initial findings, the proposed plan of action, or the next steps to be taken.
Request for Additional Information: A request for clarification or further details required to proceed with the investigation.
Resolution: If possible, the initial response may include a direct solution to the issue reported.
The Initial Response acknowledges your request, sets expectations, and begins the process of resolving your issue.