Contact eMAM Support

eMAM Support

Support

Contact eMAM Cloud Support
For any technical assistance or queries, please contact eMAM Cloud Support through any of the following means:
Email: support@emamcloud.com
Portal/Chat: https://www.emamcloud.com/support/

Support Tiers

Tier 1: eMAM Support Team

Portal/Chat: https://www.emamcloud.com/support/
email: support@emamcloud.com

Tier 2: Technical Support Manager

Tier 3: IT Director

Tier 4: President


Service Level Agreement SLA

Response time will be guided by the support package (Platinum, Gold or Silver) purchased by the customer and the priority of the issue. 

Platinum

24 hours, 7 Days a week

Severity 

Initial Response

Subsequent Responses

Urgent

30 minutes 

Every 1 hour.

High

30 minutes 

Every 2 hours

Normal

1 hour

Every 36 hours

Low

1 hour

Weekly

 

Gold

24 hours MON-FRI (EST)

Severity 

Initial Response

Subsequent Responses

Urgent

2 hours

Every 3 Hour.

High

2 hours

Every 5 hours

Normal

4 hours

Every 48 hours

Low

4 hours

Weekly

 

Silver

09:00AM to 06:00PM EST MON-FRI

Severity 

Initial Response

Subsequent Responses

Urgent

4 hours 

Every 8 Hour.

High

4 hours

Every 24 hours

Normal

8 hours

Every 48 hours

Low

24 hours

Weekly


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