This Client Support Policy ("Policy") describes the client support services provided by Gtmhub to all clients with active Master Service Agreements.

Support Channels

Online Resources

You can take advantage of the self-service support resources available at the online support portal portal url. The portal includes user guides, documentation, knowledge base articles, community forums, product update information and more.

Email Support

Incidents can be submitted to our ticketing system by sending an email to support@gtmhub.com . You will receive an answer via email within the reaction time specified in your support plan. Our response will include a ticket number and the name of the assigned support officer.

Phone Support

Premium and Enterprise Support Plan users can call us at +44 207 193 8722, Monday through Friday from 8am to 6pm Central European Time.

Support Availability

Support is available on business days between 8am and 6pm Central European Time. Support is not available on Weekends and local holidays.

Maintenance and Support Plans

New versions of the service are included with every active support plan. New versions provide you with access to all major upgrades and minor updates that are publicly released during the term of your Service Agreement at no additional charge. Free upgrades will be automatically provided to you.

Gtmhub offers OKRs, Performance, Growth Engine and Enterprise Support Plans.

OKRs, Performance, Growth Engine

  • Online Support Portal
  • Email support
  • Reaction time 48hr Mon-Friday

Entreprise

  • Online Support Portal
  • Email support
  • Reaction time 24hr Mon-Friday
  • Phone support

Scope of Technical Support

While we are happy to support your use of our service, and will help in overcoming any difficulties you may encounter, there are certain limitations to the technical support that we can provide.

  • Technical Support covers the reporting and correction of defects in the service, configuration assistance, data connectivity assistance, cases related to service availability and assistance in interpretation of insights.
  • While we constantly strive to assist in any way we can, there can be situations that are outside our control. Technical support does not include support for any other issues not directly related to the workings of our service.

Management of Cases

Language Support

All support services are delivered in English.

Opening a Case

Authorized contacts of each Client who require assistance may call or log the ticket via the website or service interface. Unique cases will be opened for each identified issue or request. The following items are required with each case in order for Gtmhub to provide Clients with effective assistance:

Please have the following information available:

  • Company name
  • Contact full name
  • Email Address
  • Telephone number
  • Articulate description of the problem / symptoms
  • Steps to reproduce the issue and / or details on where issue was observed
  • Error messages and or screen shots (if applicable)
  • Business impact

Depending upon the issue reported there are additional items to consider which may be requested by Gtmhub to further troubleshoot the request.

Closure of Support Cases

  • Open cases will be considered to be resolved and will be closed when:

We receive user confirmation that the issue is addressed or a provided workaround is acceptable.

  • The client has not responded to Gtmhub support staff for 10 business days. The case can be reopened if the issue has not been resolved.
  • When the issue is recognized as a bug or feature request that will enter our development planning cycle. On demand we will provide status updates on bugs and feature requests.
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