What are the general turn around times for service requests at the support desk? - Powered by Kayako Help Desk Software
Search for articles: To find answers to your questions, enter topics into the search bar below. For example, type: "How do I share contacts?" or "Notifications".


Knowledgebase
What are the general turn around times for service requests at the support desk?
Posted by The Team at Mindmatrix on 02 February 2016 01:35 PM

MSP Advantage Members

Your MSP Advantage account comes with a base of 3 service hours for the Premiere package. As a part of this package, you can order the following items:

  • Modifications to existing landing pages.
  • Original emails with content you provide.
  • Modifications to existing drip campaigns and other assets* (some items are excluded, please check with the support team to verify your requests).
  • Contact list imports and other tasks.

Project Time Estimation Calculator

Custom Project Timelines for most requests (all customers)

How long does it take to complete an order for an email?

After your request for an email order is accepted you should expect a turn around of 3 to 5 days for a single campaign, depending upon the scale and complexity. 

How long does it take to complete an original landing page?

Landing pages also vary based upon the complexity of the request. Please allow 3-5 business days for any landing page order. If your order will take longer than this, we will update your ticket and let you know.

How long does it take to complete an order to import or update contacts?

Generally, this can be done in the same day. However, if there is a large number of requests, please be prepared to expect turn around within 24 hours after your request is accepted. 

How long does it take to update content in an entire email drip campaign?

Updating content in an entire email drip may take up to 2 to 3 business days.

 

Rush Orders

If you need a custom project within 24 hours or by a specific time, you may submit for a rush order. Rush orders are billed per hour and are an additional cost. You may contact your sales rep in order to submit a rush order. 

Interested in learning more about Mindmatrix software? Join our email list to get the latest software release notes, videos and how-to articles.


Comments (0)
Post a new comment
 
 
Full Name:
Email:
Comments:
CAPTCHA Verification 
 
Please enter the text you see in the image into the textbox below (we use this to prevent automated submissions).