Global Customer Support

This Support Guide outlines the key processes and best practices for efficiently handling customer inquiries and incidents within the Cardlytics Global Customer Support team. It is designed to help team members understand the proper procedures, tools, and workflows necessary to maintain high service levels and ensure customer satisfaction.

Support Channels and Communication
The support team operates Mon-Fri between 9:00 AM and 9:00 PM ET to provide assistance to clients. To streamline communication and prioritize issues effectively, customers are encouraged to use the following channels:

General Support Inquiries: [email protected]
Emergency Requests: [email protected]

Support Tiers
The team is structured into three tiers to ensure smooth issue resolution and efficient escalation paths:

Tier 1 (Platform Support): Handles common, straightforward issues. This tier is responsible for gathering initial information, troubleshooting, and resolving simple cases. Escalates to Tier 2 when necessary.

Tier 2 (Integration Consultants): Focuses on complex technical issues and integration problems that require in-depth knowledge. Works closely with both customers and engineering teams when needed to solve more advanced issues.

Tier 3 (Developer Experience/Engineering Support): Involved only in the most challenging cases that require detailed technical expertise or code-level solutions. Issues are escalated here only after thorough investigation by Tier 2.