Our standard support works on a best-effort basis. We are available Monday through Friday, from 08:30 to 16:30, to assist you via email. You can usually expect an initial response within one business day, often even faster. We sort questions based on subject matter and urgency.
Looking for more security? Then consider our Premium SLA. This gives you guaranteed response times and priority handling during business hours based on the following table:
|Questions about an invoice
|Request for an administrative change
|Publishing an episode fails
|The application is not responding
Play rules & comments
- Low & Normal Priority:Send your request to firstname.lastname@example.org or submit it through the Springcast Support Portal (https://support.springcast.fm).
- High & Urgent Priority: These requests are accepted we accept only through the Springcast Support Portal.
- Ticket History: Through the support portal you can view the history of your tickets.
- Significant Disruptions: For significant disruptions, we offer periodic updates, as indicated in the "Periodic Update" column.
- No Telephone Support: This is a deliberate kezue. We work more efficiently through a ticket system, where the status of each ticket is clear and all communication remains traceable.
- Terms & Definitions: For clear mutual understanding, we use specific terms and definitions. See also Terms and Definitions
Springcast offers an uptime guarantee of 99.9%, excluding scheduled maintenance. This applies to the Springcast dashboard, podcast website, Springcast player and RSS feed. Please note that the functionality of external platforms such as Apple and Google Podcasts is excluded from this warranty, unless the problem is related is related to the RSS feed.
Terms and definitions
|A request by and/or for the customer. This can come in via email and the support center
|The status of the ticket (e.g., new, open, resolved). See also Ticket Status
|A person who, from Springcast, works on tickets.
|The person or persons who submitted the ticket and with whom, from Springcast, have contact. The customer does not necessarily necessarily purchase a service from Springcast.
First response time
|The first public response from a support agent on a ticket to the customer/requestor.
|Next response time Next reply time
|The 2nd or subsequent response from an agent to a response from the customer.
|The time (in minutes) between public comments from the support agent to the customer. Internal comments/comments do not count count. It does not matter here whether or not the customer has has responded in between.
|Hours of operation
|To which time slot the SLA applies. For example, consider opening hours/office hours (08:00 to 17:00 and calendar hours (24 hours a day).
|When you fail to meet the set response and/or resolution time, there is a so-called breach.
|When a breach approaches or happens, the ticket is escalated. E.g. to the supervisor, SMS notifications or to the entire support team (if, at the time of ticket creation, 1 person was on "standby")
It is important to note that not every ticket status has the Service Level Agreement (SLA) is active. Below you will find a table that which statuses the SLA applies to:
|Id. The ticket is new and has yet to be processed by a support agent. being processed by a support agent.
|Id. The ticket has been processed by a support agent.
|Waiting for your reply
|Id. The support agent has responded and is waiting for a response from you.
|Id. The ticket - according to the support agent - has been resolved. You can still respond to this, returning the ticket to "open".