Opening a Ticket
Tickets are how we work. Every time you need to raise something with us, just open a ticket. Then, you’ll receive notifications as we work on it, and you can add your own comments and replies too, all in one place. To open a new ticket, you need to look for this button:
Simply press it and follow the instructions (remember, examples are always helpful). Once the ticket is open, you can also add attachments, like spreadsheets and images; simply go into the ticket and look for the ‘Attach File’ button.
Things to Remember
The Perfect Ticket
- Clear examples let us resolve things quickly
- Uploading screenshots can really help
- Call us to resolve confusion
Chasing Tickets
- Never open a new ticket for an old issue
- You can email your Account Manager
- Ring the office and quote the ticket number
Prioritising Requests
- Give us a deadline if possible
- Provide as much advance notice as possible
- Not every ticket is 'Urgent'
Out of Hours
- Open a ticket at any time, anywhere
- We know whenever a ticket is opened
- Only business critical* tickets will be actioned
Our SLA
We commit to an initial response to all tickets within four working hours. Actual response time is often much faster, and most tickets will actually be resolved quite quickly. However, do be aware that larger, more complex tickets can take longer and that it’s not uncommon for some requests to take a number of days or longer to complete.
Please be aware that support time will be deducted from your support hours or your retainer hours. If you do not have a support or retainer agreement in place then you will be able to purchase retainer hours online before work is carried out.
Important
We define ‘Business Critical’ as something being of fundamental importance to the working of the website, typically something that prevents orders being placed or fulfilled.
Talk to us Today
We love hearing from people that want more from their marketing through funnels, websites and automations or are looking to bring it into their company. If you are new to the world of marketing funnels or marketing automation or are looking to optimise what you already have, we’d love to hear from you.
Future Marketing Global Limited, The King Centre, Main Road, Barleythorpe, Oakham, Rutland LE15 7WD
