Customer Support Teams

Houseware's customer support is a combination of several teams in Houseware:

Product support personnel
Cloud support personnel
DevOps/engineering support personnel
Vast repository of self-service resources

Service-level commitment

Houseware's Customer Happiness team provides support globally with high response commitment levels. This includes 24/7 SRE support for critical (P0) issues. Customers get a service-level commitment, including the following:

99.5% uptime for Houseware
A dedicated support center, accessible from within the Houseware product
Commitments to aggressive response times for business-critical issues
Designated Customer Success Manager to assist with escalations

Ways to contact us

📩
Email us at a dedicated customer support email account: [email protected]

Hours of operation

24x7 availability for all requests and issues

Priority levels

The Houseware Customer Happiness team determines the priority of an issue. We consider the customer's position and follow these guidelines to determine priority:

Priority	Description	Response time
P0	Production software is unavailable; all customers are blocked, and productivity halted	2 hours
P1	Production software is available; functionality or performance is severely impaired	3 hours
P2	Production software is available and usable with partial, noncritical loss of functionality. Or, production software has an occasional issue that customers would like to be identified and resolved. Also includes requests for help with administrative tasks	8 hours
P3	Cosmetic issues or requests for general information about the software, documentation, processes, or procedures	16 hours

Escalation procedure

If the business impact of a support request changes or a ticket is not being handled according to your expectations, you may escalate the ticket. Please first speak with the Happiness representative assigned to the ticket to ensure that the business impact and urgency are understood.

You may further escalate by contacting:

1st level of escalation: Customer Happiness Manager
2nd level of escalation: Head of Customer Experience
3rd level of escalation: Chief Executive Officer