The MailUp technical support service provides different levels of support, to answer your questions or clear up any doubts you might have. Depending on your requirements, you can opt for email assistance, already included in the MailUp fee with no extra costs, or for a more complete and faster form of assistance, via email and telephone.
Email support service
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Extended support
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You can ask for assistance by sending an email or by opening a ticket from the appropriate function on the platform.
Guaranteed service hours: 9-13 / 14-18 CET Monday to Friday
Service level:
- taking charge time: 8 working hours
- maximum intervention time: 24 working hours
- Average resolution time: unreported
Phone
You can request support by calling a dedicated phone number, identifying yourself with a code for direct access.
We remind you that the service does not include advice regarding the composition and writing of messages, HTML code, strategy, the quality of communications or deliverability, meaning the delivery of emails to inboxes. For these needs the following options are available: Pre-Paid Hours, Full Service and Delivery+ Package.
Phone support
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Guaranteed service hours: 9-13 / 14-18 CET Monday to Friday
Service level:
- taking charge time: 4 working hours
- maximum intervention time: 16 working hours
- Average resolution time: unreported
Priority
Telephone assistance with absolute intervention priority, through a dedicated toll-free number, reduced SLAs and declared average resolution time.
Guaranteed service hours: 9-18 CET from Monday to Friday
Service level:
- taking charge time: 2 working hours
- maximum intervention time: 8 working hours
- Average resolution time: 24 working hours