MCA Suite encourages its clients to use the support website knowledge base to find answers to most questions. If a client cannot find a solution this way, we expect our clients to open a ticket by sending an email to email@example.com, where a team of technical professionals are monitoring inbound tickets. If you expect a swift response, do not send emails to individual team members; create a support ticket so that the entire team is contacted.
General questions will receive a response from our team within 48 hours from ticket submission.
If there is a technical problem or issue related to the MCA Suite application, the ticket will be categorized into four categories:
|Target Response Time
|Target Resolution Time
|MCA Suite is inaccessible and our client cannot access their subdomain. Another example is: Funders cannot initiate translations
|30 minutes from opening ticket
|Within 4 hours
|These are important issues preventing our clients from performing major business functions such as sending emails, merging documents, etc.
|4 hours from opening ticket
|Within 12 business hours
|These are problems with the system that customers use on a daily basis but a workaround can be done.
|24 hours from opening ticket
|Within 7 days
|Issues where business is not impacted and can be ignored if nothing is changed
|3 days from opening ticket
|Next promotion cycle