What happens to Your Support Request?
All requests are received by the Ticketing Services Team through Zendesk. Our Ticketing Services Team focuses on answering questions and helping troubleshoot issues as quickly as possible.
We also recommend you check out our Nliven Troubleshooting Guide for frequently asked questions and configuration issues.
When submitting a support request, please make sure to provide as much detail as possible - your account, event(s) affected, steps to reproduce what you have experienced, attachments, screenshots, etc. The more detail provided, the quicker we will be able to triage your request, especially when assistance from our engineering team is required.
We are always available during the hours of 9:00 AM to 6:00 PM local time Monday through Friday.
For urgent and high priority items, additional 24/7 support is provided as outlined in the process below.
How to View Your Support Requests
You can view support requests filed by yourself or others within your organization by logging into the Help Center, clicking your profile icon in the top right-hand corner of the page, and selecting "Requests".
You can then view requests by "Status", by searching, or by toggling between "My requests", "Requests I'm CC'ed on", and "Organization requests". This provides a powerful tool for viewing your requests all in one place rather than trying to find them via email threads.
How to Contact TixTrack US/UK
Submitting Your Request
In order to submit a support request you may access our Help Center form here or email nlivensupport@tixtrack.com.
Urgent or High Priority
- Submit a support request with either "Urgent-Priority" or "High-Priority" followed by a short issue description included in the subject line. Our support portal is the FASTEST way to get support.
- If no email response is received within the designated "Initial Response Time" below, please call our US customer service number: 844-830-9595 or UK customer service number: 44 (0) 207 859 4356
Normal or Low Priority
- Submit a support request with either NORMAL or LOW in the subject line.
How to Contact TixTrack AU/NZ
Submitting Your Request
In order to submit a support request you may access our Help Center form here or email ausupport@tixtrack.com.
Urgent or High Priority
- Submit a support request with either "Urgent-Priority" or "High-Priority" followed by a short issue description included in the subject line. Our support portal is the FASTEST way to get support.
Normal or Low Priority
- Submit a support request with either NORMAL or LOW in the subject line.
Prioritization of Issues
Priority Level | Status | Definition | Initial Response Time | Examples |
1 | Urgent |
Incidents in this category are production issues that have a disastrous impact on either:
The event and/or problem may render the System and Ticketure Service non-functional. |
15 minutes |
|
2 | High |
Incidents in this category are production issues that have a major negative impact on either:
The event and/or problem may severely impact the performance of the System and Ticketure Service. |
1 hour |
|
3 | Normal |
Incidents in this category are production issues that have a minor negative impact on either:
|
1 day |
|
4 | Low |
Incidents in this category are production issues that have a negligible negative impact on either:
|
1 day |
|
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