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Support

Here to help

To raise a support issue please click here. Whilst we are more than happy to take calls and receive emails directly raising a support request helps us to track and respond to issues more efficiently.

ProFundCom support is available during UK and US (PST and EST) business hours.

Customers with a current maintenance contract are entitled to the following benefits and resources:

  • Access to our customer support Knowledge Base and Help Pages.
  • Assistance via telephone and via case submittal.

To support your organization's current and future email marketing challenges, ProFundCom is continuously innovating. We research the software market continuously to incorporate the latest advances into our business process and product. We also innovate organically by listening to customer feedback at every opportunity to further strengthen our best practices.

Service Level Objectives

  • Priority 1, Fatal Error. The error causes program termination, loss of data, loss of control or hangs the operating system.
  • Priority 2, Major Error. The error causes a major feature failure or a function performs incorrectly or is unavailable.
  • Priority 3, Minor Error. A minor error affecting a small user population and does not have a serious adverse effect, which prevents the system from being productive.
  • Priority 4, General/ Enhancement. A question of general nature about how the system should operate or a feature request for future releases.

Acknowledgment

Acknowledgment is defined as contact by either email or phone to advise of the receipt of a customer support issue.

Initial Response

Initial response is defined as contact by either email or phone by a trained Customer Support professional to gather additional information about a customer support issue and to confirm the steps to reproduce the problem.

Status Frequency

This is the frequency with which ProFundCom Customer Support will update our customers on their open support issues. This frequency may be extended by mutual agreement between the customer and ProFundCom Customer Support.