Support Policy
INCLUDED SUPPORT POLICY
AMPLIFI.IO exists to make complex media and product information related processes simple for everyone.
Our offering is designed to be user-friendly and require minimal assistance, so we decided to just include support with every subscription. You can count on our help if you need it. When you are happy, we are happy. Of course, additional data management, complex transformation support, initial or bulk loading, and other related professional services are also available and quoted on an as needed basis. We have a fantastic data team so please dont hesitate to ask.
Most issues are resolved by submitting a support ticket from within the application itself.
AMPLIFI.IO provides support issue intake via these methods:
- In-system Click the HELP menu – links to Knowledge Base & Issue Intake Form
- Email: support@amplifi.io
- Chick the Live Chat icon on the bottom right of each screen
Every AMPLIFI.IO subscription includes the following:
- AMPLIFI.IO provides support, bug fixes, patches or workarounds to ensure the highest service levels.
- AMPLIFI.IO provides new releases and version updates without additional charge.
Initial Response Goals are relative to the impact of the reported problem. (See Below)
| Customer Impact Criteria: | |
| LEVEL 1 – Critical Service Impact Issue critically affects the primary AMPLIFI.IO business service, application, or system is not operational. | |
| LEVEL 2 – Significant Service or Implementation Impact The AMPLIFI.IO business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available. | |
| LEVEL 3 – Moderate Service Impact The AMPLIFI.IO business service, application, or system is moderately impacted or slow, and the business service, application, or system is still functioning. The issue may be temporarily circumvented using an available workaround. | |
LEVEL 4 – No Service Impact Support Service Response Time Objectives |
| ENTERPRISE | 24 hours x 7 days (S1 – Includes holidays) | S1 = 15 Min. S2 = 1 Hours S3 = 6 Hours S4 = 12 Hours |
| PRO & CORE | 24 hours x 7 days (S1 – Includes holidays) | S1 = 30 Min. S2 = 6 Hours S3 = 12 Hours S4 = 24 Hours |
All hours listed are US Local Business Hours, Monday – Friday from 9am – 5pm in the Mountain Time Zone, except national holidays. Support hours and days may vary in other regions and countries. Our global teams do assist during other hours.
