When Will Listing Mirror Answer My Submitted Tickets/Requests?

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.

Ticket Priority

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.

Jewel Client Response Time
Jewel Clients are clients that are subscribed to our Ruby, Sapphire, or Diamond plans.