Engagement Support

What is the Engagement Support?

The Engagement Support team is available to all the platform users and ready to assist them with a broad scope of issues. Users can contact the support team from the chat icon inside the platform.

This guide will help you understand:

Support scope

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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. If you are in a need of a consultancy session, your CSM will help you to arrange all the necessary details.

Within the scope

The Engagement support team is available to assist customers with the following categories of requests:

  • 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 that 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 on how to code small solutions 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. The prerequisite is that the client has not modified the implementation code with any custom solutions. For support to help with technical issues 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.

Out of scope

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

  • Platform / Instance / Account / Project Administration:
    • 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
    • Deleting data
    • Changing the status of accounts/projects (hard lock, soft lock)
    • Creating new projects or accounts
  • Troubleshooting, debugging, or fixing:
    • Custom code (JS, CSS, regexp, HTML, python)
    • Custom integrations
    • API endpoint of third parties which are not among the list of native integrations
    • Custom implementation of tracking
    • Software not developed by Engagement
  • Creating use cases from scratch
  • Creative consultancy (email templates designs, weblayers designs)
  • Launch live scenarios, email campaigns, web layers, experiments, tags
  • 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. It is available for all the users from within the Engagement platform help center in the location highlighted below.

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2. Email [email protected] - a direct email alias to 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 the 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. The client is supposed to select 1 timezone.

Premium Support: 24x7 - all time zones 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 for resolving the clients’ queries:

1. The first line of support (L1) - the majority of the requests are 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 the 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 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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