How to Contact MessageGears Customer Support

Last updated: January 29, 2026

Business Hours

MessageGears Customer Support's standard business hours are Monday - Friday, 8:00 a.m. - 6:00 p.m. Eastern Time.  Please see After-Hours Support for guidance on contacting Customer Support outside standard business hours.

How to Request Assistance

To request assistance from MessageGears Customer Support, please submit a ticket using either of the following methods:

Please provide as many relevant details and as much context as possible around your request, i.e., associated request IDs, campaign names, error messages, links to the relevant Accelerator page, log files, etc.  The more information we receive with the ticket, the quicker we can assist you!

Please see Service Level Agreements for guidance on priority definitions and expected response times.

After-Hours Support

MessageGears Customer Support's standard business hours are Monday - Friday, 8:00 a.m. - 6:00 p.m. Eastern.  However, if you should require assistance with a critical or urgent issue outside our standard business hours, the following options are available:

  • If requesting assistance via the Request Form, select "Urgent" from the Request Priority dropdown

  • If requesting assistance via Direct Email, include the words “Urgent” or “Critical” in the subject line

  • If escalating an existing ticket, respond to the ticket and include the "#urgent" tag in your response

Any one of these options will alert the on-call staff, who are available 24/7/365.

Service Level Agreements

Our Service Level Agreement (SLA) response times are based on ticket Priority. “Priority” is a subjective measure that reflects the issue's urgency to the customer. 

Priority Level

Priority Definition

Response Requirement

Urgent

Anything that would result in complete system downtime. Any major product feature that is non-functional and has no known workaround.

Initial response to ticket by Customer Support within 15 minutes of receipt.

High

System error, or serious production performance issue. Under certain conditions, a core function of Accelerator doesn't work, and there's a possible workaround.

Initial response to ticket by Customer Support within 30 minutes of receipt, during business hours.

Normal*

* Default priority for new tickets

A functional issue has occurred, but it's generally minor and has one or more workarounds. A question about product functionality. A request for deliverability assistance, professional services, or reporting data.

Initial response to ticket by Customer Support within 30 minutes of receipt, during business hours.

Low

Minor program error or performance issues causing little or no impact to the customer. Research request.

Initial response to ticket by Customer Support within 60 minutes of receipt, during business hours.

Initial response means that a Customer Support team member has acknowledged receipt of the support ticket and notified the customer if additional information is needed to proceed with the investigation.