This document is intended to serve as a guide for our customers in need of submitting a request for support if they were not able to find an answer in our documentation. If you have any questions after reviewing this document, please don’t hesitate to contact your Customer Success Manager for answers.

How to log a support request

To log your support request, please email our support team at: [email protected] or post your question / issue in our shared Slack channel (if your organization has elected to take advantage of this capability).

If you have a critical issue, please email our emergency response team at: [email protected]. Sending an email to this address will result in one of our engineers being paged. Please keep this in mind when leveraging the Emergency Response email.

A ticket will be automatically generated when you email [email protected] or [email protected]. This ticket will then be triaged and a support resource will contact you in a time frame congruent with the severity of the issue reported or the urgency of the question being asked in accordance with your contracted Service Level Agreement (SLA).

Support availability

The Emergency Response support organization is available 24 hours a day, 365 days a year for support of critical issues. Standard support is available during your normal business hours.

What to include when submitting a support request

When submitting a support request, please include the information requested below, along with anything else you feel is pertinent to the issue being reported or the question being asked. Providing this information up front allows us to properly triage the request and address it as quickly as possible.

Your name:
Your preferred contact method:
Your company name:
Website/Websites/Mobile apps impacted:
Environment:
Product impacted:
Description of the issue:
Example or steps to recreate the issue:

Example request

Your name: Jane Doe
Your preferred contact method: Please call me at 555-555-5555
Your company name: Constructor Partner
Website/Websites impacted: website.com
Environment: Production
Product: Search, Autosuggest, Browse and Recommendations
Description of the issue/question: I don’t understand why Cheetos are returned in my search query for "chips"
Example or steps to recreate the issue: Search for "chips" on website.com