How to get the right help at the right time
Right from the start, your team was paired with a Saffire Client Experience Manager. We refer to this person as your Coach - the individual you can count on for guidance and assistance throughout the development of your website and/or ticketing site.
But just like you, occasionally your coach is going to be unavailable. It could be business related travel, vacations, weekends, or just being tied up in a meeting when you need your coach the most. Those times - and others - are why we encourage you to turn to one of the following support channels as your first step in getting support.
Whether it's a simple question, a request for modifications to your website, or how to get action during an emergency, the descriptions below should point you in the right direction. We also urge you to view the flowchart to the right - you can click here to download it as a quick reference.
Chat - this is the fastest path to getting help pertaining to Spark. Click the orange icon in the bottom right corner of the screen to get answers to questions like "how do I schedule a homepage feature?", "how do i crop an image?", "how do I add a product to the tickets page?", etc. The first thing to try is clicking the FAQ tab at the bottom of the chat window to search for answers in the Saffire Knowledge Base. This is available 24/7. If that doesn't give you the answer you need, send your question via the Chat tab. Live chat is available 9 to 5 Central time, Monday through Friday.
Saffire Support - this is always available from the left side of Spark, but it's not a live conversation. You can submit questions & issues here, and it also provides another entryway to the Knowledge Base. Everything submitted notifies Saffire with a support ticket which goes to multiple people simultaneously. This is how an emergency issue should be submitted to us after hours. More on this later! Non-emergency issues submitted after hours will be addressed the next business day.
Phone - Rather than utilizing a call center with inexperienced people answering the phone, or relying on an automated bot to field your questions, we want you to get help directly from Saffire experts. Our coaches take pride in the level of personal service they provide, which means it's not unusual for them to be helping another client at any given time during a business day. That's why we have multiple support channels... and why we recommend reserving the phone for issues which need immediate attention during the day or during your live events. And if your call rolls to voicemail, please leave your contact information and specific details concerning the issue. The more we know from the beginning, the faster we can resolve the problem. We truly will get back to you ASAP.
Email - you have two paths you can take with this: direct messages to your coach, or emailing the entire support team. You'll know your coach's address, but that doesn't make it the best choice for getting help. If your coach isn't available and no one else sees your message, it could sit without getting attention for hours - or even days if your coach is out of the office. Unless you're in the middle of a dialogue with your coach, or you were asked to send something directly to your coach, it's best to submit your questions/issues to our entire support team. You can do that by using the Saffire Support button in Spark, OR you can address an email to firstname.lastname@example.org and our system will automatically create a support request which goes to all the coaches.
Emergencies - Some support issues demand immediate attention... such as: if your site is not accessible, if your site is 'messed up' and not displaying properly, if your ticketing is not working, if your ticket devices are failing... and so on.
• During business hours - 8a-6p Central time, Monday-Friday, call us at 512-430-1123 x2.
• Selling and/or scanning via SaffireTix™ - we'll be available by phone during your live event.
• After hours - submit a support ticket via the blue button on the left side of Spark & select the Emergency ticket type... OR, send an email to email@example.com with the word Emergency in the subject or body of the message.
Regardless of the support channel you're using, or when you're using it, please provide your name, phone number, site URL, details concerning your question/issue, and the URL of the page or product you're working on. With your help, we can speed things along!