How To Get Support From Us & What To Expect
From your initial engagements through to being a Customer and starting your full
adoption journey, we want your Customer Experience to be a success.
CultureAI’s Customer Support Engineers are on hand to review and assist with customer
technical queries.
We are always expanding our CultureAI Knowledge Base so please ensure you check this first
before contacting us for any pointers and help. And by all means, if you have any suggestions
on additional content do let us know.
Client Contacts
You should nominate specific people as administrators of the CultureAI platform. You can or add new platform administrators as needed. These should be the users who reach out to CultureAI support when needed.
Please ensure that your employees do not reach out to CultureAI support themselves, this should only be done through your chosen admins.
We recommend administrators are trained on the platform to ensure you can first:
- Carry out initial analysis and attempt to replicate any challenges to resolve simple end-user or administrator-type errors
- Co-ordinate the gathering of relevant information from administrators or end-users, in order to diagnose reported problems
- Distinguish between normal and abnormal operation of the Services; accurately describe symptoms of repeatable problems
- Notify CultureAI of problem situations using agreed procedures if the problem cannot be resolved after the initial analysis.
How to Raise a Support Ticket
Please email our success mailbox to raise a support ticket or click the question mark in the top right corner of the CultureAI Platform, selecting "Send us an email". Alternatively please email your CSM for assistance. Once we have received your email a ticket will be logged and responded to by our Customer Support Engineers, managed and worked through with you to resolution. If a ticket is ultimately categorised as a platform bug this will be raised to our product/engineering team and an expectation on resolution will be provided where possible.
Operational Hours
This inbox is monitored Monday to Friday 09:00–17:00 hrs UK working hours (excluding UK public holidays).
Support Ticket Triage
One of our Customer Support Engineers will determine the severity level of the request based on the context provided in your support ticket. Please ensure your ticket includes clarity around the service or functionality you require assistance with.
If you believe there is an error, please provide a comprehensive explanation of your product experience and where within the platform, along with key contact information should we need to troubleshoot with you or your team further. In some instances, it may be helpful for us to run an online meeting to allow for further analysis.
Response time SLAs
- CultureAI will endeavour to respond to all newly raised tickets within 1 working day
- Any tickets that need to be passed onto the engineering team do not have any set SLA, regular updates will be provided by our support team on any tickets you have with the engineering team.
- We are not able to provide updates on feature requests unless they have been previously agreed upon.
CultureAI reserves the right to amend response time SLAs so please ensure you monitor this page for any updates.
Platform Maintenance
CultureAI may from time-to-time upgrade and/or enhance the platform services, which may require the cessation or interruption of the Services.
CultureAI shall always attempt to avoid doing so during the hours of 8:00am to 8:00pm on UK business days. Where CultureAI is required to undertake emergency maintenance which is necessary to safeguard the Services and/or any systems on which it operates then it may do so at any time but we will endeavour to provide as much advance warning as we reasonably can to Customers.