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Email – Getting Customer Support

NOTE: Updated Email Support Process – starting April 20, 2020:

Email Support is available during Omeda Business Hours from 7:30am to 5:30pm CST, Monday through Friday.

Emergency assistance or urgent requests is available after hours by calling 1-800-791-6554, by emailing criticalsupport@omeda.com, or by submitting a Jira “Task” ticket with the component “Omail Support” and the priority “Critical Path”. The critical support team will respond back to you as quickly as possible.

All non-emergency Email Support requests should be submitted via Jira request using the “Omail Support” component, or by emailing your Audience Services Manager or Director.

Please include the following information in all requests for support when you are reporting a problem or abnormality to ensure the quickest possible resolution/response:

  • TrackID of the deployment(s) from Email Builder or the Voyage ID from Odyssey where the issue occurred
  • Problem/question
    • If problem, what are you trying to do?
    • What happened immediately before ‘the problem’?
    • Include screenshots, if applicable.
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