Priority 1 (P1):
Issue is preventing ad delivery across customer's entire property/process.
Resolution time:
Issue will be acknowledged within 2 hours during normal business hours.
Off hours, issue will be acknowledged within 8 hours.
Resolution will be first dev priority, typically addressed within 4 hours.
Updates will be provided every 4-8 hours if it cannot be resolved immediately.
Contact info:
Via email: urgent@boltive.com (alias sends an email and text to key distro list)
Mark subject line with: Urgent: P1 Issue
Priority 2 (P2):
Issue is impacting ad delivery across partial inventory/property/process.
Resolution:
Issue will be acknowledged within 8 hours during normal business hours.
Resolution will be first dev priority, typically addressed within same business day.
Updates will be provided every 8+ hours if it cannot be resolved immediately.
Contact:
Via email: support@boltive.com
Mark subject line with: P2 Issue Issue
Priority 3 (P3):
General day-to-day questions, help, feature requests and training
Resolution:
Issue or question will be acknowledged as soon as possible during normal business hours.
Feature requests will be prioritized and tracked in partnership with account management & product.
Contact options include:
Support alias: support@boltive.com
Intercom (via the platform)
Account management direct emails