At Amilia, we understand that an issue that impacts an organization's day-to-day must be treated to the level it deserves. This article explains how we prioritize and what admins can expect from our support team inside and outside of office hours.
Office hours & Contact infoMonday to Friday 9am - 7pm EST and Saturday 9am - 5pm EST |
✉️ support@amilia.com or start a chat 📞 (514) 343-0004 or toll free 1-877-343-0004 (weekdays until 5:00pm EST) 🚑 For emergencies outside of office hours, start a chat and select ⛑Emergency |
How we prioritize issues
How we prioritize issues
Our support team can identify and assist you with issues that may simply be caused by a configuration in your organization's back office.
If our support team is unable to fix the issue, it's escalated to our development team to resolve as quickly as possible based on its level of priority. Naturally, some issues will demand immediate attention over others.
How long before I get a response from support?
How long before I get a response from support?
During our office hours, we respond fairly quickly when you contact us by chat or phone. We tend to focus on chats first so it may take longer to address emails.
Outside our office hours, we'll respond the next business day (unless it's urgent).
If an emergency occurs between 8am-11pm EST, we typically respond within minutes.
What if I have an emergency?
What if I have an emergency?
An emergency is when there's loss of service (i.e., unable to access important features in the back office or store), loss of revenue (i.e., problems resulting in clients and/or admins unable to complete a purchase, unable to make or take payments) or any issue that critically impacts your business operations.
If an emergency occurs during office hours, the quickest way to reach us is by phone or start a chat, and we'll check in every 15 minutes (on chat) until the issue is resolved. If these two options are unavailable to you, please e-mail us with the subject as “URGENT”.
If an emergency occurs outside of office hours, start a chat using the “⛑ Emergency” option. We might offer a phone call in order to quickly gather more information and then follow up every 15 minutes by chat. We respond to emergencies as early as 8am EST until 11pm EST.
If your chat doesn't meet our emergency standards,
your request will be answered the following business day.
* Last updated in July 2024