Contact Technical Support

  1. Preferred Method: Taplytics Enterprise Support Center form

  2. Secondary Option: Email us directly [email protected]

  3. Emergency For immediate 24/7 assistance with your Taplytics suite, please email [email protected]. Please note: this dedicated escalation path is available for Enterprise Support Plans only.

Ticket Submission Structure

Taplytics is focused on helping our customers deliver seamless user journeys and customer experiences across platforms.

Below is a Standard Operating Procedure (SOP) template submitting support requests.

Technical Support and Operations - Request SOP

Please structure the request in the ‘Given - When - Then - Actual’ format

  1. Given: the state of the world before witnessing the behavior you're specifying in this scenario. You can think of it as the pre-conditions to the behaviour.
  2. When: a specific action is taken in the platform
  3. Then: due to the specified action, the expected outcome occurs.
  4. Actual: describe the outcomes that are being observed that are unexpected

Please also include any additional information will help us understand the expected behavior and what the enduser is currently experiencing. A greater level of detail will empower our team of Technical Support Engineers to successfully reproduce the suspected problem:

  • URL to the relevant experiment/ push/ feature flag/ journey
  • Steps to reproduce the observed problem behaviour
  • Any relevant information which can empower our Technical Support Engineers to quickly identify the problem at the code level and mitigate accordingly.