CustomerGlu Product Documentation
  • What is CustomerGlu?
  • Guides
    • Campaign Related FAQ
    • Product Integration & Onboarding FAQ
    • Developer FAQ
      • Pro Tips
    • Customer Support & SPOC
      • Plans & Pricing
    • ๐ŸŽฎCustomerGlu Walkthrough Videos on Games
    • ๐Ÿ’ Asset Example and Sizes for Different types of Games
    • ๐Ÿ’ปSDK vs API
    • ๐Ÿ—‚๏ธInviting Team Members to the Customerglu Dashboard
    • ๐ŸงชTesting Campaigns on Internal Users
  • ๐Ÿ‘คUser Lookup
  • ๐ŸซSegmentation
  • ๐ŸŽReward Page Configuration
  • ๐Ÿ›ƒDebugger/User Data Deletion
  • ๐ŸˆธDuplicating a Campaign
  • ๐ŸŒGet a Shareable Campaign URL
  • ๐Ÿ”‘How to find your Writekey
  • Theme Settings
  • Untitled
    • Policies and Security FAQ
  • How to Embed a Youtube Video on a Quiz
  • Games Related FAQ
  • Time Based Push Nudges
  • Resetting Your CustomerGlu Dashboard Password
    • How to view the Reports from the Dashboard
  • Campaign SLA'S
  • Changing Environment to Production from Staging
  • Dashboard Campaign Stats
    • Scratch Card / Gift Box / Slot Machine Report Metrics
    • Quiz/Personality Quiz Report Metrics
    • Multi-Step Campaign Metrics
  • Policies and Security FAQ
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  • We give support from Multiple Media Channels like Slack, Hangouts, and Whatsapp.
  • ๐Ÿ’ก For escalations - Reach out to cs@customerglu.net.
  1. Guides

Customer Support & SPOC

We give support from Multiple Media Channels like Slack, Hangouts, and Whatsapp.

We're available to help at any time by Email, Hangouts, Slack and Telephone, but please remember that after-hours support is reserved for P1 or "System Down" issues

Should you require assistance with such a P1 issue outside of normal business hours (9:00 am to 5:00 pm, Monday to Friday, except on holidays), please use "P1" in the subject line of your email. We'll respond within two hours. Refer to the following table for information on the various support options and priority levels:

P1, Critical Priority "P1" or "System Down"

P1 is used when the end user UI is not working for many users( >20% of users) Initial target response: Two (2) hours after ticket submission.

Target resolution or workaround: Priority reduced to P2 within 12 hours.

P2, High Priority

"P2" Campaign update requests, Reports not showing correct data

Initial target response: Eight (8) hours from ticket submission.

Target resolution or workaround: Within seventy-two (72) hours.

P3, Normal Priority

"P3" New campaign launch requests, Reports are not refreshed on time

Initial target response: Within 1 business day via email.

Target resolution or workaround: Within five (5) business days.

P4, Low Priority

"P4" โ€ŽMinor issues with the dashboard. Product enhancement or feature requests.

Initial target response: Within two (2) business days via email; updates provided as necessary.

Target resolution or workaround: Within five (5) to ten (10) business days.

Target resolution times are goals. Depending on the volume and severity of tickets submitted, response times and time to resolution may vary. Occasionally, an issue may need to be escalated to our engineering team. In such cases, it may take more time to resolve the issue.

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Last updated 3 years ago

๐Ÿ’ก For escalations - Reach out to .

cs@customerglu.net