How Do I Access Support?
Amperity Support is accessed through your tenant or through the Help Center.
- To access Support from the tenant, click on the ? in the top right corner.
- To access Support from the Help Center, log in using your tenant credentials and you will see an option to Contact Support.
Support can also be reached via email to support@amperity.com. When possible, it is best to submit your ticket through the Amperity tenant as it allows us to diagnose and resolve your issue the quickest.
What Information Should I Include in a Support Ticket?
When submitting a Support ticket, please include:
- A Detailed description of the issue
- What you may have tried as a solution or workaround
- Any other information you think might assist us in resolving your issue
Please take care to avoid including any customer PII information when submitting your ticket.
How Do I Ensure Other Individuals Are cc'd on My Ticket?
If you are submitting the ticket through your Amperity tenant or The Help Center include the email address(es) of those you want cc'd on the ticket in the ticket description. If you are submitting your ticket via email, simply cc: them on the message.
When adding individuals to existing Support Tickets, you may do so by indicating you'd like them cc'd in a ticket comment in The Help Center, or via email by responding to a ticket notification.
What Are the Standard Support SLAs?
Amperity Standard Support is available Monday - Friday 6:00 a.m. - 6:00 p.m., Pacific Time. SLAs based on the Severity you selected at the time of ticket submission are described below. Enterprise Support offers a faster response time.
| Severity | Description | Target SLA | |
|---|---|---|---|
|
Initial Response |
Status Updates |
||
| Emergency |
Critical issues that cause major disruptions or complete system failure
|
1 hour | 1 hour |
| High |
Significant impact to a subset of functionality or a subset of users
|
4 business hours |
1 business day |
| Normal |
System not performing as expected or documented
|
1 business day | 2 business days |
| Low |
Inquiries and Product Feedback
|
2 business days |
4 business days |
What if I Need To Escalate My Ticket?
If you find that your issue has become more urgent / impactful, you may wish to escalate the ticket. There is an Escalate button displayed on each ticket that is not already at the highest Severity level. Using the Escalate button will move your ticket to the highest Severity Level and an engineer will be paged.
An email ticket with the bracketed text [Emergency] in the subject will also create a ticket with an Emergency Severity.
Please be judicious in your use of the button, noting that it will move the ticket to Emergency Severity Status. If the urgency / impact of the issue has increased, but not to the level of an emergency, please add a comment to the ticket providing the new information so that Support can address it accordingly.
How Can I Find Out More About Enterprise Support?
To find our more about Amperity Enterprise Support, speak with your Account Manager.