⚙️Support Scope

The Smartico Team is committed to providing outstanding Support to all of its business partners and their teams as they embark on the epic journey of CRM Automation and Gamification.

This article will help you understand what to expect from us in terms of Support Services so you can make the most of our system and ensure smooth sailing. Here is what we will discuss:

• What we can do for you and what is not part of our service.

• Which are the correct communication channels to request and receive support.

• How you can get the most out of our Support Services.

What Support Can Smartico Provide?

We CAN:

• Help you in case of unexpected system behavior/technical issues/bugs.

• Help you configure your instance of Smartico.

• Help you learn how to use the system’s features.

• Help you improve or fine-tune your work through advice.

We CAN NOT:

• Use the system instead of you to do your work.

• Design automation or gamification objects on your behalf.

• We can not take responsibility for your work.

• We can not assist or advise you on third-party software or technology.

For example:

We can support:	We can not support	Why?
How do I check why a user didn’t complete a mission? I checked a user using X and Y. He should have entered the mission but did not. There appears to be a bug. Please check!	Check why this user didn't enter mission XYZ.	The Smartico system provides all the tools you need to check the performance of all the objects you manage inside. We would love to help you learn how to use these tools to become a proficient user of our technology. Making checks instead of your team, however, is not part of our support scope unless there is evidence of a technical fault.
I have created a campaign that should target A when B and should achieve C. Can you take a look and advise me if it can be structured better?	Can you build for me a campaign that targets A when B happens, and then it does C?	Smartico.ai provides you with an extremely powerful system to achieve your desired business outcomes. However, it is a self-service system. We do not offer a managed service, so we can not use the system on your behalf. It is not part of our service.
Can you show me how to edit the design of my pop-up asset?	Can you please make the background of my pop-up green? Can you teach me HTML & CSS? My HTML is not working as expected. Can you fix it?	In many respects, our system will allow you to use different technologies and programming languages to achieve your goals, especially when managing content. Our support scope, however, is limited to our technology only. While we would love to show you how to use our system, we can not teach you how to write HTML or other code. We can also not write it for you or debug your code as we are not a software development outsourcing company. Unfortunately, it is not part of our service.

Where Can I Contact Smartico to Request Support or Ask Questions?

Correct Channels

• Help Section - The public help desk at Smartico.ai - CRM Automation & Gamification Platform is an ever-expanding knowledge base that answers most of the usage-related questions our business partners might have. We strongly encourage you to search there before reaching out for support, as that will save you a lot of time.
• Smartico Service Desk - This is the main support venue where you can open a ticket to ask a question, request configuration assistance, or report a problem.

• Group Chats - Your Operational and Technical Chat groups should be used only in case of emergency or for very general, short questions. Please note that the Smartico Team is instructed to “keep the airways clear” in the group chats, and they will ask you to open a ticket at the service desk for any question that can not be answered immediately and concisely.

Incorrect Channels

• Private Messages—Please do not send private messages (in any form) to request support or ask questions to any team member of Smartico.ai - CRM Automation & Gamification Platform directly. Your contact might be unavailable at that time, and your request might be lost.

When Can Smartico Refuse Support?

• When a request falls outside of the scope of Smartico.ai’s Support Services.
• When an organization or any of its members repeatedly ask questions or open support requests that are poorly formulated, forcing Smartico personnel spend unnecessary resources clarifying the question or gathering information that is otherwise readily available to the customer organization.

• When approached by a member of a customer organization who is not a user of the Smartico system or has limited permissions, with the notable exception of people managing the technical infrastructure required by the Smartico instance and its integrations. In all other cases, your team members should consult internally with your Smartico Admin users.

• In any case of abusive behavior, including but not limited to insults, threats, verbal aggression, vexatious requests, etc.

How Can My Team Get The Most Out of Smartico Support?

Just remember the S.T.E.P.S

Search	Did you know that about 90% of all usage questions we receive are repeated? If you quickly search inside your training materials and notes, the Smartico help section, or through your library of resolved tickets in the Service Desk you will likely find the answers you need. Usually, you are the best support you need, and the answers are just a click away.
Test	We can advise you much better and faster if we see what you are trying to build in practice. A hands-on approach is also the best way to learn a new system. So please give it a try and send us a link to your resource (Campaign, Mission, etc..) Our team can answer your request more quickly when things aren’t theoretical and hypothetical. If you think you have found a bug, please test it. Our team will need to follow your steps to reproduce the issue. We also need to know exactly how you concluded something is not working as expected. So, if you have a suspicion, please test it before you open a request. Remember, all the tools you need to be self-sufficient with Smartico.ai are already at your disposal.
Explain	A clear and concise explanation of your request will help us assist you more quickly. The less time our Team needs to spend going back and forth to gather information and clarify your request, the faster we can help you.
Provide	A link to the campaign you are asking about; A link to the user you tested with; A test user so we can log in to your website and investigate things; A good screenshot of your Smartico screen without any missing, cropped, or obscured parts. This makes the difference between fast and slow support, and you hold the keys.
Send	It looks like you're ready. Send your question to us, and remember—every ticket you open at our Support Desk helps us better support you. Your team can access and search all previous tickets, allowing your company to build its knowledge base, avoid repeating questions, and train future employees more efficiently. You have better visibility and traceability of each task, and things don’t get lost under the noise of instant messaging chat groups. If your Success Manager is not available, the ticket will be automatically assigned and, where needed, escalated to the correct teams.

Thank you for your attention! We look forward to supporting you along your journey with Smartico.ai!

If you have any suggestions or feedback about our Support Processes, please do not hesitate to contact us! We would love to hear your thoughts and improve together!