Engagement Support

Engagement's support team provides answers to the queries about our product. This article explains:

  • What types of questions can be answered by the support
  • How to contact the support
  • How is the support team organized
  • What data are stored about the queries
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Support scope

Within the scope

The Engagement support team are available to assist customers with the following categories of request:

  • Any technical issues of varying degrees of severity that affect the use of the platform
  • Assistance when the platform behavior is not functioning as expected
  • Identification of bugs which are passed to product development for fixes
  • General questions regarding the Engagement platform and its use
  • Preliminary investigation of deliverability issues
  • Assistance in building a use case
  • Advice how to code small solution with JINJA
  • EBQ - Troubleshooting, debugging data flow from platform to EBQ
  • Mobile SDK - helping with debugging SDK issues, mainly when it comes to technical issues of the application, i.e. errors in in-app messages. Considering the fact that client has not modified the implementation code with any custom solutions. For support to be able to help with technical issue regarding the SDK, the client must provide access to his application iOS or Android, i.e. it has to be downloadable from App Store / Google Play Store.

*Please note that some requests may need to be redirected to Client Services for paid consulting depending on the complexity and time required for the resolution.

Out of scope

The Engagement support team are not available to assist customers with the following categories of request:

  • Creating, deleting or managing accounts and projects
  • Managing IDs (add, edit settings for soft_id or hard_id of the project)
  • Managing accesses for projects/accounts/instances, EBQ, or tools where Bloomreachers are not administrators
  • Troubleshooting, debugging, or fixing:
    • Custom code (JS, CSS, regexp, HTML, python)
      • Custom integrations
      • API endpoint of third parties which are not included in the list of native integrations
      • Custom implementation of tracking
      • Software not developed by Engagement
  • Creating use cases from scratch
  • Deleting data
  • Creative consultancy (email templates designs, weblayers designs)
  • Changing the status of accounts/projects (hardlock, softlock)
  • Launch live scenarios, email campaigns, web layers, experiments, tags
  • Creating new projects or accounts
  • Advanced deliverability consulting
  • Creation, migration and setup of new domains for emailing service providers
  • Help with setup of new integrations
  • EBQ - troubleshooting, debugging data in EBQ
  • Mobile SDK - implementation and configuration issues/questions.

Contacting the support

General information

You can contact support through the following channels:

1. Live chat - Engagement offers a live chat functionality that feeds directly into the helpdesk. This is located within the Engagement platform help center in the location highlighted below.

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2. Email [email protected] - a direct email alias into the helpdesk is also available with responses provided during agreed business hours. We recommend using this address only in the event that live chat is unavailable.

3. Phone - the phone option is available only for business-critical cases, reflected in client's SLA.

Business hours

Essential Support: 9:00 am - 5:00 pm from Monday to Friday. Cases opened outside of business hours will be responded to the next business day.
Supported timezones: GMT/BST, CE(S)T, ED(S)T, PD(S)T, MD(S)T, CD(S)T. Client is supposed to select 1 timezone.

Premium Support: 24x7 (all timezones included, weekends and holidays).

Language support

Support agents provide assistance in English, Russian or Slovak language.

Best practices

1. Provide specific examples and links to all related resources to ensure that any given request can be processed as effectively as possible and that the support team can recreate the issue.

2. Raise a support request for each individual issue. The aim is to keep the communication as clear and as effective as possible. By separating the issues; we can decrease the resolution time.

Ticket management

There are three levels of support resolving the clients’ queries:

1. The first line of support (L1) - the majority of the requests is resolved by the first line of support. First-line support agents gather the necessary information, do the investigation, and if possible, resolve the issue. In cases where first-line support is unable to do so, the issue will be escalated to the second line of support.

2. The second line of support (L2) - the second-line support who continues with an in-depth investigation and provides updates about the resolution to the first-line agents. In cases where second line support is unable to resolve the issue, it will be escalated to the third line of support.

3. The third line of support (L3) - the third-line support consists of on-call developers operating 24/7 who can solve the most advanced technical issues. They provide updates to second-line agents who in turn inform the first-line agents.

When a member of the support team escalates the issue to a higher line of support (L2 or L3), they fill in an internal support ticket.
As a client, you will not have direct access to the ticket itself. Instead, you will be informed about status changes via live chat.

How to generate a HAR file

It is quite a common thing for our support to request a HAR (HTTP Archive) file, in order to closely investigate an issue you are having. In order to do this, follow a guide appropriate for your browser.

Google Chrome

  1. Open the web page where the issue happened.
  2. Open Developer tools (inspect element). (Shortcut for Windows: CTRL + Shift + i, CMD + opt + i for Mac).
  3. Go to the ‘Network’ tab.
  4. Now leave the Developer tools tab open, and replicate the issue you are having.
  5. You should now see some files there, and one of the files should be highlighted in red.That is the error we are looking for.
  6. Now you have to download the file by clicking on the ‘Export’ button. Then you can send it to our support team.

Mozilla Firefox

  1. Go to ‘Open menu > Web developer > Network’.
  2. Perform a request or reload the page to start capturing the traffic between browser and server.
  3. Now, you can replicate the issue you are having while leaving the tab open.
  4. Right click and choose ‘Save all as HAR’. Then you can send this file to the support team.

Microsoft Edge

  1. Open Developer tools by using the F12 keyboard shortcut (or CMD + opt + i for Mac).
  2. Refresh the page, so it starts capturing the traffic between the browser and the server.
  3. Replicate the issue you are having while leaving the tab open.
  4. Click on the ‘Export as HAR’ to save the HAR file.

Safari

  1. You have to show Develop menu in the menu bar. In order to do this go to ‘Safari > Preferences > Advanced’. There you can tick the box, so the Develop menu is shown.
  2. Open the Develop menu on the menu bar.
  3. Choose to ‘Start Timeline Recording’.
  4. Now you can refresh the page and replicate the issue you are having.
  5. Now click on the save button, so you download the HAR file, which you can then share with our support.

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