Customer Success
If you have any general questions not covered in the FAQs, need help analysing the results, need training or resource, or perhaps have a request then please email: customersuccess@elementhuman.com.
Project Support
If you have any questions that aren’t covered in the FAQs when setting up projects or managing your projects then please email: projects@elementhuman.com
Please note the team is primarily based in the UK so this may affect response times, however there is a growing presence in Europe and North America.
Technical Support
If you come across something that doesn’t look right then please email the support address and provide as much information about the issue as possible. Where necessary please include project/activity links, timings, screenshots, and when you require a solution by.
Email: support@elementhuman.com
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.
Privacy
For privacy-related issues email: privacy@elementhuman.com
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