# Customer Support & SPOC

### We give support from Multiple Media Channels like Slack, Hangouts, and Whatsapp. <a href="#id-9o8y0qwa859l" id="id-9o8y0qwa859l"></a>

#### 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

{% hint style="danger" %}
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:
{% endhint %}

{% hint style="info" %}
P1, Critical Priority "P1" or "System Down"&#x20;

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.
{% endhint %}

{% hint style="info" %}
P2, High Priority

"P2" Campaign update requests, Reports not showing correct data&#x20;

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

Target resolution or workaround: Within seventy-two (72) hours.&#x20;
{% endhint %}

{% hint style="info" %}
P3, Normal Priority&#x20;

"P3" New campaign launch requests, Reports are not refreshed on time&#x20;

Initial target response: Within 1 business day via email.

Target resolution or workaround: Within five (5) business days.&#x20;
{% endhint %}

{% hint style="info" %}
P4, Low Priority&#x20;

"P4" ‎Minor issues with the dashboard. Product enhancement or feature requests.&#x20;

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.
{% endhint %}

#### 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.

### 💡 For escalations - Reach out to [cs@customerglu.net](mailto:satya@customerglu.net).


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