A Smarter Way to Get Support: Meet Our New Portal & Improved Process

We know that when you need support, you need it fast, clear, and hassle-free. Whether you’re troubleshooting a technical issue, reporting a bug, requesting a feature, or simply looking for guidance on product usage, getting help should be seamless. We’ve listened to your feedback and redesigned our support system to serve you better.

Starting today March 5, 2025, we’re launching the e-satisfaction Support Portal—a faster, more structured, and more efficient way to help you succeed in adopting our platform and fulfilling your Voice of the Customer needs.

While emails and direct outreach worked in the past, they sometimes led to inconsistent responses, and difficulty tracking issues. That’s why we’re introducing a dedicated Support Portal, your go-to hub for everything from troubleshooting technical issues and reporting bugs to submitting feature requests and getting help with account configurations.

Alongside the portal, we’re introducing a Service Level Agreement (SLA) to guide its operation, defined response and resolution times so you always know what to expect. With these updates, support will be a quicker, more transparent and and a more reliable way to handle your requests.

A Better Support Experience for Everyone

The Support Portal will become the official way to get assistance from our teams, replacing direct emails and ensuring a faster, more structured support experience. Here’s what you can expect:

A single, centralized support hub – No more guessing who to contact; all requests will go through the Support Portal, email, or live chat, ensuring every issue is handled efficiently.

Faster responses with clear timelines – Every request will follow a structured process with defined SLAs, so you’ll always know when to expect a response and how long resolution may take.

Goodbye to direct emails for support – Reaching out to individual team members for assistance will be phased out, ensuring all requests are tracked, prioritized, and resolved through the correct channels.

With this new system, your support experience will now follow a structured process with clear categories, tracked status updates, and defined response times. You’ll get the help you need—when you need it.

A new way to get support – How does it work?

As part of new portal experience, whether it’s a product question, technical issue, bug report, or feature request, all support inquiries must be submitted through the official support channels:

Raise/ Submit a Ticket (Primary Method) at Support Portal The best way to get assistance. Submit a request through the portal for structured tracking, clear categorization, and faster resolution.
Send an email at support@e-satisfaction.com (Alternative Method) – Messages sent to our support team inbox will automatically convert into a support ticket.
Start Live Chat – Available during business hours for quick guidance and immediate assistance.

Reminder: emailing individual team members directly —such as Account Managers (AMs) or Customer Success Managers (CSMs), about a support-related issue, will no longer be the way to request support. Instead, in the spirit of our customer-centricity they will help log your request on your behalf—but they will do so through the Support Portal or official email channels to ensure faster and more efficient handling.

From there, a specific process, as per our SLA will be followed. Feel free to read and study it but here are some quick tips on how to open a support ticket and how our support team will handle it.

How to Make the Most of It:

✅ Bookmark the Support Portal – This will be your go-to hub for all support needs.

✅ Understand SLA Response Times – Read the Service Level Agreement (SLA) to know when to expect responses based on issue severity.

✅ Be clear & detailed in requests – The more context you provide, the faster we can resolve your issue.

Our team is here to help you

ASK SUPPORT

How to Open a Support Ticket

Step 1: Submit Your Request

Option A: Visit the support portal at

Choose the request type that best describes your issue:
- Ask a Question – General inquiries about features, usage, or best practices.
- Report an Incident – Technical issues, system errors, or service disruptions.
- Submit a Feature Request – Suggestions for platform improvements.
- Report a Bug – System malfunctions or unexpected behavior.
Proceed to Step 2 (Provide Details).

Option B: Send an email to support@e-satisfaction.com.

Use a clear subject line summarizing the issue.
In the email body, provide all relevant details (see Step 2).
Our team will manually log the request, categorize it appropriately, and acknowledge receipt within a few hours.
Proceed to Step 3 (Tracking & Response).

Step 2: Provide Request Details

Whether submitting via the Support Portal or Email, include the following information to ensure faster resolution:

A concise summary of your issue or question.
Detailed description including any relevant error messages, affected features, or steps to reproduce the issue.
Attachments or screenshots (if applicable) to help diagnose the issue faster.

📧 Email Requests Only: If details are missing, our team may reach out for clarification before processing the request.

Step 3: Acknowledgment, First Response & Service Level Tracking

Here is what to expect after you raise a request/ ticket.

Our support team will acknowledge receipt of your request, confirming that a ticket has been logged / opened into our system.
Then, once a member of our team has taken ownership of the ticket, we will communicate with a first response and based on the type of issue, the support team will assign an appropriate support level (L1, L2, or L3).
From there, the support team will work towards a resolution to your request within the timeframe outlined in the SLA, providing updates as progress is made.
If additional information is needed, or we estimate the ticket takes longer to resolve, the team will reach out through the portal or via email about the need for escalating your ticket.
You can always monitor progress via the support portal, checking the status or keeping track of conversations directly.

Here is an infographic to help you understand the support process:

Service Level Agreement (SLA): The backbone of the enhanced Support Experience

Our new SLA is a major step toward delivering exceptional service and ensuring you get the support you need with clear expectations. The new Service Level Agreement (SLA) ensures predictability, and fairness in handling support requests. The SLA sets guides support process through:

First Response Time: The time it takes for our team to formally respond to your request.

Resolution Time: The expected timeframe for resolving different types of support issues.

Issue Prioritization: Requests are categorized based on urgency and impact, ensuring critical issues are addressed swiftly.

What Does This Mean for You?

With a more structured approach, our team ensures you always know when to expect a response and how long a resolution may take. Critical issues receive immediate attention, while lower-priority requests are managed within expected timeframes.

Our team will ensure every request follows a structured process, eliminating uncertainty and inefficiencies.

How Can You Make the Most of It?

Be aware of response and resolution times outlined in the SLA.
Trust the process—we’re actively working on your request, even if some issues take longer to resolve based on severity.
Understand that not all requests can be resolved immediately but their resolving time is based on their severity (Check service levels) .

Here are some key points of our SLA

Support Availability

Business hours: 10:00 A.M. – 6:00 P.M. EET/EEST (Monday to Friday)
Initial response time: 1 business day
After-hours requests: Collected but processed the next business day

Support levels

Default response & resolution times apply unless a custom subscription or paid support plan is in place.

Criticality	First Response Time (FRT)	Resolution Time
Critical (P1)	30 minutes	2-4 hours
High (P2)	4 hours	1-2 business days
Medium (P3)	1 business day	3-5 business days
Low (P4)	2 business days	1 – 4 weeks, depending on priority

Exclusions: Bug resolution and feature request timelines are not included (see Incident Management for details).
After-hours requests: Handled and counted from the next business day.

To ensure a smooth experience, we encourage all users to review the full SLA document and familiarize themselves with response times for different request types.