Technical Support SLAs FAQ
1. What is the standard response time for support requests?
Our standard response time for support requests is 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 Monday–Friday, 3:00 AM–6:00 PM Eastern Time (ET). If a ticket is submitted outside of these hours, the SLA countdown resumes at 3:00 AM ET the next business day. Note: tickets submitted on weekends or public holidays will be picked up on the next business day.
3. How can I contact support for immediate assistance?
You can contact our support team via the live chat widget on our website, where a support ticket will be opened automatically 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 does not include phone assistance. Support requests are handled through our ticketing platform or by email, which allows for thorough investigation and documentation of issues. Enterprise customers also benefit from personalized video meetings to guide them through 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 step-by-step assisted implementation for Premium plan customers.
- 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):