Technical Support
Ensuring the delivery of billions of social media interactions every month, our support organization consistently delights customers with our proactive quest for superior performance. Support is constantly challenged through time, satisfaction and other metrics and includes the following:
Service Level Agreements
Our SLAs equip you with a predictable set of uptime, response time and resolution time metrics along with clear communication paths and escalation procedures.
Monitoring and Maintenance
With the support of an independent third party we monitor all customer environments 24 x 7 x 365. And we're responsible for maintaining staging, production and other environments for our clients.
Release Upgrades
With our rapid development processes, we generally make new releases available to you once each month. And through partnerships with our Account Services team, we coach you through and help you decide when and how to take releases in to your staging and production environments. Plus, with our unique network environment, we generally enable upgrades without any down time for your end users.
Response Hours
We are on call 24 x 7 x 365, with no exceptions, with a variety of escalation approaches to ensure that you receive exceptional customer care whenever you need us.
The Top 10 Things We Do To Minimize Your Need for Technical Support Over the years, we've learned that the best approach to providing technical support is to avoid the need for it in the first place. Following are the top 10 ways we minimize the likelihood that you'll have to report a technical issue:
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