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Check out our Support site: http://support.elementhuman.com/en
Chat with Elliebot: can be found in the bottom right corner of your screen
Email your account manager if you have one
Email the team: [email protected]
For privacy-related issues: [email protected]
Here's how we assign priorities to incoming support requests:
Priority 4 - Error or Cosmetic
Errors that are, non disabling or cosmetic and have little or no impact on the normal operation of the Services.
Response Time: 4 normal business days
Resolution Time: Future software release
Priority 3 - Minor Issue
Certain non-essential features of the Service are impaired while most major components of the Service remain functional.
Response Time: 2 normal business days
Resolution Time: 7 normal business days
Priority 2 - Major Issue
Operation of the Services is severely degraded, or major components of the Service are not operational and work cannot reasonably continue. Priority 2 incidents shall be reported by email or telephone only with your account manager.
Response Time: 12 normal business hours
Resolution Time: 2 normal business days
Priority 1 - Critical Issue
The entire Service is "down" and inaccessible. Priority 1 incidents shall be reported by email or telephone only with your account manager.
Response Time: 2 normal business hours
Resolution Time: 4 normal business hours with continuous effort after the initial response.