As a single point of contact you are provided with a login to our support community where you can log support requests. Your request will be confirmed by email.
A customer success executive will be assigned to your request and where appropriate will request login details to access your Salesforce / Pardot org.
The request will be assessed to ensure it meets the criteria for your support package and a time estimate to respond to or complete the request is made. If the request is likely to exceed 2 hours, or will exceed the amount of time you have remaining on your entitlement, you will be contacted before we start work on your request.
We will advise you when we have completed the request and ask you to confirm we can close it. We reserve the right to close cases when we do not receive a timely response.