Contacting Platform Support
This guide serves as a comprehensive reference for the Cardlytics Global Customer Support team, highlighting the following key components:
Support Channels and Communication
- Operating Hours: 24 hours a day, 7 days a week, 365 days a year (24x7x365).
- General Support: [email protected].
- Emergency Requests: [email protected]. Emergency channels are reserved for Priority 1 (SEV-1) and Priority 2 (SEV-2) incidents.
- Emergency Hotline - 1 (404) 724-8442
- P1 (SEV-1) - Critical/Showstopper: Severe service degradation or outage affecting end-user-facing services, or service unavailable to the majority of customers with no workaround. Response target: 30 minutes. Permanent resolution or workaround target: 8 hours.
- P2 (SEV-2) - Major: Full functionality is unavailable, or the service is working only to a limited extent and impacting some customers. Response target: 2 hours. Permanent resolution or workaround target: 48 hours.
Support Tiers
- Tier 1 (Platform Support): Handles straightforward issues, gathers initial information, and performs basic troubleshooting. Escalates unresolved issues to Tier 2.
- Tier 2 (Integration Consultants): Manages complex technical and integration issues. Collaborates with engineering teams if necessary to resolve advanced cases.
- Tier 3 (Developer Experience/Engineering Support): Addresses the most challenging technical problems, requiring code-level expertise and detailed investigation. Issues are escalated here only after thorough analysis by Tier 2.
This guide is intended to support team members in delivering effective and timely solutions while maintaining high levels of customer satisfaction. By adhering to these best practices and workflows, the Cardlytics Global Customer Support team ensures a consistent and professional approach to issue resolution.
Updated 11 days ago
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