Addigy Support will use commercially reasonable efforts based on available staffing to meet the “Expected Response Time” guidelines within Addigy's Support Policy.
When a ticket is submitted (Submitting a Ticket to Addigy Support) an email confirmation is sent to the administrator that created it. The email will contain information regarding when Addigy support will respond to your ticket:
Any updates to the ticket will send an email with new details from a Support Engineer. If we don't hear back from you within ten days, your ticket will automatically close. When the ticket closes it will send out a message similar to below:
For tickets that can’t be resolved using electronic communications, outbound telephone support is prioritized based on severity (as described below). A ticket must be filed in order to be eligible to receive telephone support. In such cases based on support staff availability, Addigy will telephone customers regarding the highest Severity issues in order to assist with resolution. Addigy can be contacted by phone at 305-330-6677.
If you experience any issues, please reach out to the Addigy Support team by email firstname.lastname@example.org.