Service Level DAM
a. Normal business hours are 8AM-5PM PST.
b. Customer Support to general questions and unexpected system behavior can be contacted through provided support tools or by telephone:
- US toll free: +1 800.220.1727
- Phone: +1 858.847.6600
Note for Non-US customers: Customer Support hours are based on normal business hours at the MarcomCentral main office in Solana Beach, CA.
General Support Questions
These are requests received by Customer Support. General Support questions include functionality questions, system configuration questions, and MarcomCentral programming questions.
Customer may report errors or unexpected system behavior of the Service by contacting Customer Support. We expect Customers to provide information as reasonably required to provide Support. This includes, for example:
- Aspects of the Service that are unavailable or not functioning correctly
- Incident’s impact on users
- Start time of Incident
- List of steps to reproduce Incident
- Screenshots or images of issue
- Relevant log files or data
- Wording of any error message