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The MailUp technical support service provides different levels of support, to answer your questions or clear up any doubts you might have. Depending on your requirements, you can opt for email assistance, already included in the MailUp fee with no extra costs, or for a more complete and faster form of assistance, via email and telephone (Premium Support.)

 

Standard Email support service

The email support service, included in the annual fee, regards the MailUp function. It does not include advice on: message composition, HTML code, deliverability, writing and quality of communications.

Hours
The service is available from Monday to Friday, from 9am to 1pm and from 2pm to 6pm.

Service Level Agreement
Your request for support will be dealt with within 4 working hours. We guarantee to solve your problem within 1 working day, in case of first level intervention, and within 4 working days, in case of second level intervention.

Premium Support

You can choose to extend the standard, free email support service with the Premium Support option, which allows you to receive a faster response to your questions.

Advantages

  • Higher priority in the handling of requests
  • Faster management of all requests sent via the "Help" tab, available on the console or in the Agency Panel
  • You can contact technical support by phone, using a code for direct access.

We remind you that the service does not include advice regarding the composition and writing of messages, HTML code, strategy, the quality of communications or deliverability, meaning the delivery of emails to inboxes. For these needs the following options are available: Pre-Paid Hours, Full Service and Delivery+ Package.

Phone support

(888) 962-4587 and configure the private extension (this is reserved for Premium Support subscribers only. Please contact Sales if you cannot locate the extension #)

You will have to leave a message with our support team, indicating the date/time/contact phone to call you back, the nature of the issue, and someone will call you back within 2-4 hours.

Hours
The service is available from Monday to Friday (excluding public holidays), from 9am to 1pm and from 2pm to 6pm.

Service Level Agreement
Your request for support will be handled within 4 working hours. We guarantee to solve your problem within 1 working day, in case of first level intervention, and within 4 working days, in case of second level intervention.

How much does Premium Support cost?
The price varies depending on contract speed.

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