Published — v. 4

What kind of Support can I subscribe to?

Owned by Product team
Last updated: Mar 11, 2019 by tutti_support (Unlicensed)Version comment

Email

You can ask for assistance by sending an email or by opening a ticket from the appropriate function on the platform.

Guaranteed service hours: 9-13 / 14-18 CET Monday to Friday

Service level:

  • taking charge time: 8 working hours
  • maximum intervention time: 24 working hours
  • Average resolution time: unreported

Phone

You can request support by calling a dedicated phone number, identifying yourself with a code for direct access.

Guaranteed service hours: 9-13 / 14-18 CET Monday to Friday

Service level:

  • taking charge time: 4 working hours
  • maximum intervention time: 16 working hours
  • Average resolution time: unreported

Priority

Telephone assistance with absolute intervention priority, through a dedicated toll-free number, reduced SLAs and declared average resolution time.

Guaranteed service hours: 9-18 CET from Monday to Friday

Service level:

  • taking charge time: 2 working hours
  • maximum intervention time: 8 working hours
  • Average resolution time: 24 working hours