Support Channels
| Channel | When to use this channel |
|
Support Portal |
Our support portal is the preferred method to report a problem. The support forms have been constructed to gather the minimum relevant information our support team needs to look into your issue. The support portal is located at support.thunderhead.com. The support portal is actively monitored during business hours between 08:00 and 22:00 UTC. Please note that there is no priority designation in the support forms. To escalate a support ticket to Critical priority, please contact our support team via the phone number listed below. |
| Telephone |
North America: +1 877 8388945
Telephone support is available 24/7. To expedite the support process, please open a support ticket via the Support Portal with the relevant information for your support request, then call the support hotline to ensure that an agent escalates the criticality of your ticket. |
|
Please note: this email address onesupport@thunderhead.com is no longer valid. Please be sure to use the email address below to ensure we receive your request.
You may also open a support ticket via email using onesupport@medallia.com. Please be advised that this is typically the slowest option to resolve an issue due to the increased chances of multiple exchanges between you and our agents to get enough information necessary to support your request. If possible, consider using Support Portal instead. |
Severity Definitions
| Severity Level |
Definition
|
| Critical | Production issue affecting all users; System unavailability; Data integrity issues. |
| Major | Major functionality impacted; Major business impact; Significant performance degradation |
| Moderate (default) |
System performance issue; Functionality not working as documented
|
| Minor | Issues with little to no business impact; most user interface issues |