We are committed to providing exceptional customer support to ensure your events run smoothly and your business goals are met. This article is just to let you know that our response times are based on your plan and the severity of the issue.
Please ensure you check all systems, devices, etc. with a dry-run before your event. This will ensure no last-minute issue arise. With this best practice followed, we know your experience will be a refreshingly smooth one!
Response Times for Growth and Business Plan Customers
Sequel customers can expect prompt support during our business hours:
When reaching out, please let us know how any hard timelines affected by the issue so we can identify urgent requests.
We'll always try to help you as soon as we possible can so typical response times are quicker than listed :)
Non-Urgent
Business - within 24 hours
Growth - 3-5 Days
Urgent
Business -
For live event support, please use the live hotline number for immediate assistance.
Tag your Customer Success Manager in Slack channel.
Growth - within 24 hours
Response Times for Enterprise Plans
Customers on Enterprise plans benefit from priority support. We do our best to resolve all issues as quickly as possible.
Severity levels and corresponding response times are detailed below:
P1 - Mission Critical
Description: Core/essential services are down, causing a critical impact on business operations; no workaround is available.
Initial Response: Status update provided via a dedicated Slack channel, live chat, or email within 1 hour of notification.
Ongoing Updates: Status updates are provided every 1 hour thereafter.
Target Resolution Time: 4 hours.
P2 - High Priority
Description: Core/essential services are significantly degraded, impacting major aspects of business operations; no commercially reasonable workaround is available.
Initial Response: Status update provided via a dedicated Slack channel, live chat, or email within 3 hours of notification.
Target Resolution Time: 6 hours.
P3 - Medium Priority
Description: Slow response or delays; core/essential services are functional but performance is impaired.
Initial Response: SStatus update provided via a dedicated Slack channel, live chat, or email within 1 business day of notification.
Target Resolution Time: 1 business day.
P4 - Low Priority
Description: Issues with no material impact on business or customers, such as documentation errors, cosmetic issues, or minor interface problems. Core/essential services are unaffected.
Initial Response: Status update provided via a dedicated Slack channel, live chat, or email business day of notification.
Resolution Time: Best effort basis.
Support Availability
Our support team is available to help you out during regular business hours. For Business and Enterprise customers, support is accessible via our Live Event Hotline, dedicated Slack channel, email, or live chat.
Growth Plan customers may use email and live chat for assistance.
For urgent matters, we recommend you contact live chat or your dedicated Slack channel (for Business and Enterprise plans) to ensure the fastest possible response.