All Customer personnel may reach Split’s support engineers by sending an email to email@example.com or using the support widget available within Split’s web application.
Customers under the Platinum Support plan also have access to an emergency ticket email. This email can be located in the support document provided to your team. For emergency cases that require an immediate response, please use this emergency ticket email. This email triggers a page to an on-call engineering support team member who will respond promptly.
Communications between Split support engineers and Customer personnel are conducted using a ticketing application, which maintains a time-stamped transcript of communications, and sends emails to Customer and Split support staff as tickets are updated.
Customers with Platinum Support receive access to Split’s in application chat for real-time communication during Business Hours. Our chat channels are monitored by our support engineering time during Business Hours. For Incidents requiring immediate attention, please submit support inquiries via firstname.lastname@example.org or the emergency ticket email if under the Platinum support plan.
Split will acknowledge receipt of a Customer support inquiry within the next Business Day of a support request or as otherwise indicated in Section 1 of this Split SLA and Support Terms, according to the level of Support Customer is entitled to pursuant to the corresponding Service Order.