1. What is the standard response time for support requests?
Our standard response time for support requests are set at 4 hours. However, we aim to address queries much sooner, typically within 1-2 hours, depending on the complexity of the ticket.
2. When can I expect a response from the support team?
Our support team operates during specified working hours from 3:00 AM to 6:00 PM Eastern Time (ET). If a ticket is submitted outside of these hours, the SLA countdown begins anew at 3:00 AM ET.
3. How can I contact support for immediate assistance?
You can reach out to our support team via chat, where a ticket will be opened for your query. Additionally, you can contact us through our ticketing platform or directly via email at support@easydmarc.us or support@easydmarc.com.
4. Does technical support include phone assistance?
No, our technical support services do not include phone assistance. They are primarily addressed through ticketing platform, or email. This allows for thorough investigation and documentation of issues. For Enterprise customers, personalized video meetings will be held to guide them through the process of implementing and enforcing DMARC policies effectively.
5. Do you offer assistance with resolving SPF, DKIM issues and enforcing DMARC to p=reject?
- For Premium customers:
We provide overall guidance for enforcing DMARC policy to p=reject, but we do not offer direct hand-holding for this.
- For Enterprise customers:
We offer direct hand-holding in resolving any configuration issue and taking DMARC p=reject project completely into our hands.
We offer weekly or bi-weekly sessions with Enterprise customers, where we fix any authentication issues together and work towards DMARC enforcement to p=reject.
- For Managed Service Providers (MSPs):