Knowledgebase: Contacting Support
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 the 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.

Note: Unused service hours will not rollover month-to-month 

Project Time Estimation Calculator

What is the SLA for Mindmatrix?

Unless otherwise noted within a contract, the SLA for responses from Support to submitted tickets and emails is 4 hours during normal business hours (M-F, 9am-6pm EST). (Ex. if a ticket is sent 5 pm EST on a Monday, Mindmatrix Support will contact you by 12 pm EST the following Tuesday.)

Can I receive custom requests the same day that I submit them?

In most cases, it is not possible for our team to promise turn-around times within the same day you submit your request.

For this reason, we ask that you submit requests in advance with at least 3-5 business days notice.

While our team cannot promise changes within 3-5 days, we can work to provide estimates within the same day of submission (depending upon the complexity).

How can I guarantee that my requests will be fulfilled “on-time”?

  1. Make sure you are responsive to requests for approval. Our support team will not publish or distribute an updated asset without receiving approval from you on changes.
  2. Provide as much detail as possible to help our team make creative decisions or changes. Repeated revisions or follow-up questions will prolong the production process.
  3. Submit your requests early. We manage hundreds of requests every month and take every client request seriously. Please be mindful that submitting a request as Critical or Important does not guarantee you will be moved to the front of the production line. We are committed to honoring all requests for all of our clients with consideration and care.

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 on the same day. However, if there is a large number of requests, please be prepared to expect a 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. 

Special Considerations for Mindmatrix Websites

Custom websites from Mindmatrix have monthly maintenance hours as outlined in your contract. These are separate from service hours.

Website changes will have turnaround times depending on the request.

Often times, changes that seem inconsequential are hardcoded into the system or require several levels of change to complete. Our Support team will provide a turnaround timeline after responding within our standard 4 hour SLA.

Depending on the complexity, our support team will share when changes can be published on your website.

For Mindmatrix Run Websites: What changes tend to have faster turn-around times (2-3 days)?

  1. Updating a single webpage
  2. Text changes
  3. Image changes

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

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