We know you need reliable software support for when issues arise. Here is a breakdown of what you can expect to get from our support team through the lifetime of your Listing Mirror subscription:
What are Listing Mirror's support hours?
Monday - Friday : 9am - 6pm EST
Closed Major Holidays
Check out this article for After Hours / Emergency Support
How Quickly will Listing Mirror respond to my requests?
To best answer this, we must first talk about how our team prioritizes tickets in order to attend to the most urgent needs first.
Urgent priority tickets are categorized as follows:
ShipStation integration is broken
All QTY incorrect
Cannot update QTY
Unable to ship any orders
pricing issue disrupting business in a large percentage of listings
High priority tickets are categorized as follows:
Orders: 10 orders or less cannot be shipped or tracking not updating
Inventory: 10 listings or less that inventory is wrong with no explanation
Pricing: 10 listings or more where pricing update is not working
Normal priority tickets are all other tickets, with the rare exception of the Low priority which is uncommonly assigned for enhancements or non-standard efforts.
Ok great, now tell me how long it'll take for me to hear from Listing Mirror.
All times mentioned are business hours. From here on, any mention of time should be assumed in "business minutes," and "business hours." Our business hours are from 9am to 6pm EST Monday through Friday.
First Reply: The time between the first customer comment and the first public comment from an agent, displayed in minutes. This is the New status.
Agent Work Time: The combined total time spent in the New and Open statuses. The SLA will pause on Pending and On-hold.
Next Reply: The time between the oldest, unanswered customer comment and the next public comment from an agent, displayed in minutes. This is the open status.
Periodic Update: The time between the oldest, unanswered customer comment and the next public comment from an agent, displayed in minutes. This is the Pending status, and when we ping you for updates.
Standard Client Response Time
Standard clients are those that subscribe to our Bronze, Silver, Gold, and Platinum plans.
|Agent Work Time||3h||16h||24h|
Jewel Client Response Time
Jewel Clients are clients that are subscribed to our Ruby, Sapphire, or Diamond plans.
|Agent Work Time||1h30m||8h||12h|