Learn how to contact Listing Mirror support, and how long it will take to get a response

We know you need reliable software support for when issues arise. In this article, you'll learn how fast we'll respond to your requests, our hours of operation, how to request phone support, and more! 

 

Contacting Support

Listing Mirror handles all of our correspondence with our clients in our support portal to ensure that we receive your requests and that you receive our responses. 

Do you need to review your tickets? Learn more.

Do you need to open a new ticket? Learn more.

 

Phone Support

We do offer phone support for any client on a PLUS plan or above. To request phone support, you'll need to open a ticket with our support staff and request it. 

Please state what you'd like to discuss, and any SKUs or topics you'd like to work on. This will help us prepare for the meeting, and attempt to understand the issue before jumping onto a call. Our support calls are limited to 15 minutes.

 

Hours of Operation

Monday: 09:00 AM - 06:00PM EST

Tuesday: 09:00 AM - 06:00PM EST

Wednesday: 09:00 AM - 06:00PM EST

Thursday: 09:00 AM - 06:00PM EST

Friday: 09:00 AM - 06:00PM EST

Saturday: Closed

Sunday: Closed

 

We'll be closed on any major US holidays. 

Do you need after hours support? Learn more.

 

Ticket Priority Level

When submitting a ticket for review, please adhere to our priority guidelines. We always try to get to situations as fast as possible, but some topics require more close attention than others.

Ticket Priority

Urgent

• ShipStation integration is disconnected from Listing Mirror.
• All quantity levels are incorrect. 
• You're unable to update quantity levels.
• You're unable to ship any orders.
• Pricing issues are disrupting your business in a large percentage of listings. 

High

• 10 orders or fewer cannot be shipped, or tracking not updating.
• 10 listings or fewer have incorrect inventory levels.
• 10 listings or fewer where updating price is not working.

Normal

• Any issues that aren't a bug/feature request, or fall under the above criteria. 

Low

• Bug reports, feature requests, and feature feedback.

 

Response Times

All times mentioned are business hours. 

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 message you for updates. 

 

LITE, PLUS, & PRO Plan Client Response Time

	Urgent	High	Normal
First Reply	10 minutes	20 minutes	2 hours
Agent Work Time	3 hours	16 hours	24 hours
Next Reply	30 minutes	1 hour	6 hours
Periodic Update	1 hour	4 hours	15 hours

 

PRIME (and above) Client Response Time

	Urgent	High	Normal
First Reply	10 minutes	20 minutes	45 minutes
Agent Work Time	1 hour 30 minutes	8 hours	12 hours
Next Reply	20 minutes	45 minutes	3 hours
Periodic Update	1 hour	2 hours	10 hours