Skip to main content
To submit a support ticket, visit our Support site. Refer to Submitting a Support Ticket for details. For updates on platform availability, refer to the status page.

​
Hours of Operation

  • Monday-Friday 9am to 5 pm MT
  • Closed during most U.S federal holidays
  • If applicable, a critical support line is available 24 hours a day and 7 days a week

​
Ticket Statuses

Once you submit a ticket, you will receive an automated email to confirm we received it. A team member will provide an initial response within about 24 business hours. That team member will provide regular updates until your issue has been resolved. Your ticket will change statuses throughout the life cycle of the ticket, which are outlined below.

​
Maintenance and Downtime

Please refer to the MX Status Page for information on maintenance and downtime. The expectations for status page updates are as follows:
  1. The initial communication of an issue will be posted with an “INVESTIGATING” status label.
  2. The incident is “IDENTIFIED” when MX has identified the issue.
  3. The incident status is “MITIGATED” when the errors have stopped and traffic has normalized. We will continue to check for the next hour to ensure the problem doesn’t return.
  4. The incident status is “RESOLVED” if the issue doesn’t recur.
  5. Post resolution, MX will conduct a root cause analysis. If applicable, we will send out the full details of the incident in a formal RCA (root cause analysis).
MX will occasionally need to perform maintenance. We try to reduce customer impact by performing these updates during low-traffic hours. Initial notifications of upcoming maintenance are sent at least 30 days in advance and include:
  • Maintenance type
  • Date and time(s) of the maintenance window
  • Impacted environment(s) (INT or PROD)
  • Impacted product(s)
The event, details surrounding the upcoming changes, and required action on your end will be listed on the status page. Following the initial notification, we will send you reminders throughout the month, up to a few hours before the maintenance event starts. When the maintenance event starts, MX will post an update to the status page and send notifications to subscribers. When the maintenance is complete, we will update the status page with any applicable information.

​
Feedback

Our team is committed to providing outstanding service and support to our customers. We continuously strive to improve our processes and services to better meet your needs. We welcome your feedback. Please feel free to share your thoughts with us so we can continue to enhance our support experience. For more information, please contact your MX account representative.