Support
How to Get Help
Whether you have a question about a cloud app, need help with an integration, or want to report a software issue, our support team is here to help. This page is your starting point for opening a ticket, finding documentation, and reviewing our service commitments.
Contact Us
Email [email protected] to open a support request. To help us route your request quickly, please include the product or service affected, a description of the issue, any relevant screenshots or error messages, and the urgency level.
System Status
Before opening a ticket, check our System Status page to see if there is a known service disruption already being addressed.
Support Hours
Standard support is available Monday through Friday, 6:00 a.m. to 6:00 p.m. Pacific Time, excluding U.S. public holidays. Critical issues are reviewed outside standard hours on a best-effort basis.
Severity Levels and Response Times
We triage all incoming requests by severity. The table below shows our target response and resolution times for cloud software issues. For full details, see our Service Level Agreements.
| Severity Level | Description | Target Response | Target Resolution |
|---|---|---|---|
| 1 – Critical | Software is inoperative or fails catastrophically | 1 hour | 4 hours |
| 2 – High | Materially degrades use of software | 2 hours | 12 hours |
| 3 – Medium | Affects software but does not materially degrade use | 24 hours | — |
| 4 – Low | Minor impact on software operation | 48 hours | — |
Documentation
Our documentation library covers every 4Thought Marketing cloud app and product, including setup guides, field-level details, and usage notes.
Agreements and Policies
All of our standard agreements and operating policies are published in our legal library. These documents cover service delivery, support commitments, project hold procedures, and software availability.
- Service Level Agreements
- Software Support Policy
- Project On Hold Policy
- Cloud App High Utilization Tier Pricing
- All Legal Agreements and Policies
Security and Compliance
Our security documentation covers our network posture, access controls, data handling practices, background check policy, incident response plan, disaster recovery plan, and third-party risk management policy.
If you are completing a vendor security review or need documentation for your procurement process, email us at [email protected] and we will work with you to provide what you need.
