Name: Kyle Madden
Title: Director, Technical Support
Tenure: 3 ½ years
What is your role and the role of the support team at Celtra?
I manage the US support team. The goal of our team is to provide assistance to customers who encounter issues or have technical questions about the platform.
What is Celtra’s response time, on average?
On average, our Support team has a time to first response of less than 2 hours! We strive to maintain this standard globally for all accounts, and we’re proud of this data point. When you look at many enterprise level support teams, times to first response can range up to 24 hours or more — so to have an average first response time of under 2 hours is simply fantastic. However, sometimes we do get really busy, so clients may experience a longer wait time on their first response from Support, but with team members in New York, San Francisco, London, Ljubljana, and Singapore there’s always someone ready and available to help!
Do you provide support on weekends?
Since we have team members around the world, each team provides support from 9am-6pm in their local timezone, Monday – Friday; this means our Global support team is available 24 hours a day during the business week. While we do not formally provide support on weekends, our team is always dialed-in, and we are available for urgent issues that may arise on the weekend. Otherwise, for all non-urgent issues, a team member in the next available timezone will respond the next business day.
Are there different tiers of support? If so, how can customers upgrade?
Nope, not at this time — we just try provide the same awesome level of support to everyone.
What is the best way to reach you and the support team?
The best way is to email us at email@example.com. However, we’re not shy about getting on the phone or a screen share to chat on an issue in more detail. In fact, sometimes it is preferable and more effective.
Anything else you’d like to let our readers know?
We work really hard to maintain great documentation on our platform, so I encourage clients to make support.celtra.com their first stop in troubleshooting. There are tons of great “how to” content, FAQs and examples of creative executions.