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Welcome to Import.io!

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Matt Wilkinson
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Getting Started Quick Reference Guide

As a valued customer of Import.io, we want to ensure that you receive the best support possible throughout your journey with us. We will be with you every step of the way! This Quick Reference Guide will help you understand the Import.io platform and support capabilities and how to access and make effective use of these resources.

What’s Included

Included with your Import.io subscription license, you will receive the following benefits:

  • Business day 8x5 (Pacific Time) phone and email support at success@import.io
  • 24x7 phone support (for Gold customers)
  • All new features and upgrades during your subscription period
  • Support Portal access to create & manage cases at https://help.import.io
  • Our Help Center provides the following resources:
    • Access to our training portal and online product documentation
    • Access to technical best practice videos
    • Access to Import.io’s API documentation

Contacting Support

Contact Import.io Support by either email, phone, or through our web portal:

Contact via Email

  • Email your questions, issues, or change requests to success@import.io for quick effective support.
  • Tickets are automatically created as a Severity 3 issue for every new email and responded to with ticket ID and activity log (within the target service level timeframe).
  • You can reply directly to ticket email(s) for ticket follow up and notes/journals.
  • Note that you must call Import.io Support directly if the issue is a Severity 1 or 2 incident.

Contact via Web Portal

  • Create, access, track and control your own tickets via the Import.io Support web portal at https://help.import.io.
  • You can view all your tickets and those for your organization (per access level) in the portal.

 

For Severity 1 and 2 issues, please call us directly for immediate support.

Please note that cases submitted through email or via the web portal will automatically be given a Severity 3 priority as default and handled within applicable service levels. Direct phone number to our 24x7 support team is provided to all customers with a Gold-level support agreement.

 

First Time Web Portal Use

As a first-time user, you will need to establish a password for your account. Please Submit a Request for account creation. We highly recommend providing the following user details:

  1. User name
  2. Designation
  3. User local time zone
  4. User Role in Import.io
  5. Expertise/skill set
  6. Access level

Problem Reporting

When submitting a case, please gather information regarding problem symptom(s). Provide steps to re-create the problem (if possible) and provide any applicable logs or diagnostics.

Please provide following information with all tickets for expedited and efficient support:

  1. Problem description (expected results vs actual results)
  2. Impacted areas
  3. Site and URL details
  4. Link to any Extractors, Transforms or other Reports affected - see online help for more details
  5. Feature and function details where issue exists

Finally, please remain involved as required by Import.io to assess any proposed resolution steps.

Problem Severity Definitions and Service Levels

The allocation of issue to the following severities shall be conclusively determined by Import.io, acting reasonably, after Import.io has been given all relevant information from the customer as to the nature of the error.

Severity / Priority

Description

Customer Touch Point

Acknowledgement
Time

Severity One (1)

URGENT

Critical Business Impact: Critical issue occurring on production system preventing business operations.

A dedicated Import.io bridge will be established and include all necessary parties to address the problem (as needed)

1 hour acknowledgement upon direct phone call to support team

Severity Two (2)

HIGH

Significant Business Impact: Major issue occurring on production system severely impacting business. A large number of sources are impacted by issue but they are still able to work in a limited capacity.

Updates will be provided every 4-8 hours

4 business hours acknowledgement upon receipt of issue

Severity Three (3)

NORMAL

Normal Business Impact: Issue causing a partial or non-critical loss of functionality on production system. A small number of sources are affected.

Updates will be provided daily

1 business day

acknowledgement upon receipt of issue during normal working hours

Severity Four (4)

LOW

Minimal Business Impact: Issue occurring on non-production system or question, comment, feature request, documentation issue or other non-impacting issue.

N/A

3 business days acknowledgement upon receipt of issue during normal working hours

Import.io will resolve all problems subject to the terms and conditions of this support agreement. Target service levels are as follows:

Severity

Priority

Acknowledge & Assign

Work-Around

Resolution

Severity 1

Urgent

1 hour upon direct phone call

8 Hours

2 Business Days

Severity 2

High

4 Business Hours

40 Hours

5 Business Days

Severity 3

Normal

1 Business Day

10 Business Days

Product issues prioritized based on available update cycle.

Severity 4

Low

3 Business Days

N/A

Product issues prioritized based on available update cycle.

*Note that standard acknowledgement times are shown. These may vary by customer.

 

We are proud to support you as our customer. Any feedback on the quality of our support services is welcome and can be sent directly to us via email at success@import.io.

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