\nFee<\/span><\/h3>\nFor each submitted issue, a fee of \u20ac400 is charged. Fees only apply if the issue is being raised as a direct result of customers use of the platform, not issues related to downtime.<\/span><\/p>\n<\/div><\/div><\/div>Submitting an issue
\n<\/span><\/h3>\n
\n<\/span>When submitting an critical issue, these guidelines to ensure that your issue will be addressed properly. <\/span>
\nAfter submitting the emergenyc technical issue, a member of the Symplify Tech team will reach out to the customer within 20 minutes. <\/span><\/p>\nSubject line: <\/span>Critical [accountid]\n<\/span>
\nSubmit the following information in the email:<\/span><\/p>\n– <\/span>Name, title, email address<\/span> and <\/span>phone number (including country prefix)<\/span> to a person that is the main point of contact and that is available at the time of submitting the issue
\n<\/span><\/p>\n– <\/span>Symplify account ID<\/span> (important as you have several accounts) <\/span><\/p>\n
\n– <\/span>CampaignID\/JourneyID<\/span> or similar ID that refers to the issue at hand. <\/span><\/p>\n
\n– Short and informative description of what is wrong or what is to be done.
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