Our live support hours are Monday - Friday, 9a-6p ET, however, a member of our team is always "on call" for certain emergency situations.
What qualifies as an Emergency Support situation?
For all users,an outage of the system that prevents you from logging in and using the platform to complete your work - this is one of the two situations that qualify for Emergency Support.
For users of ListenerEmail or PromoSuite Mail, a situation where a scheduled email has not been sentwithin one hour of the scheduled time - this is the other situation that qualifies for Emergency Support.
What does not qualify as an Emergency Support situation?
Forgot passwords and password resets do not constitute an emergency situation. While we do want you to regain access as swiftly as possible, due to the sensitive nature of the information inside the platform, our agents are not allowed to reset user passwords. Access to your instance of PromoSuite software is controlled by a local administrator within your organization. If you are locked out and unable to reset your password you must contact your local admin.
If you do not know the identity of your local admin please contact us and an agent will follow-up with you during live support hours (Monday - Friday, 9a-6p ET).
What should I do if I my situation qualifies and I need Emergency Support?
1. Call 212-509-1200 and follow the prompts to reach Emergency Support
2. Leave a voicemail and include Name, Phone, Call Letters, the Product you are attempting to use and the Problem you are having
What should I expect once I leave a voicemail for Emergency Support?
Your message will trigger an alert to our on-call Emergency Support staff and a member of our team will respond with further details within one hour.
What happens if I contact Emergency Support about a non-Emergency?
Our staff will respond to all non-emergencies during our next Live Business Hours.
Live Business Hours are Monday - Friday, 9a-6p ET.