If you have any questions that cannot be answered by reading this manual or experience a technical issue with the system, the Agent will be able to contact the Customer Success team for the system via the HelpDesk chat tool that can be found
in the Settings > My profile section in the lower-right corner of the screen.
Please provide your name, e-mail address and a description of the incident so that a specialised team can respond in your local language as soon as possible. This response will not be immediate and will come in writing via the chat or e-mail.
Please note the following expected response and resolution availability and times for the various tickets reported via the HelpDesk chat:
Languages: English, Spanish, Italian, German and French
Support availability: Monday to Friday - 09:00 to 19:00
Expected response and resolution times:
- Critical: affecting the service
- Response time: 3 hours
- Resolution time: 8 hours
- Normal: minimal restriction on service functionality
- Response time: 24 hours
- Resolution time: 2 days
- Low: not affecting the service
- Response time: 48 hours
- Resolution time: 7 days