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How to raise Urgent Support Ticket?

Overview

Urgency level defined on the Support tickets would help us prioritise and respond to issues more effectively. Our support team is available 24/5, and we have internal urgent notifications set up to address critical issues with the urgency they require over the weekend as well.

Urgent issues include:

  • Service is down and affecting multiple users’ experience
  • Failure in synchronising data across multiple products
  • Prices are not updating, although data is being submitted to Klevu
  • Images not loading
  • Performance issue, slowness in search results
  • Key KMC features: VM (search and cat-nav) are not accessible
  • Random issue with product rendering

Submitting an Urgent Ticket

To utilise the Urgent Support for high-priority situations, our customers can submit an urgent ticket by following 2 different ways:

  1. Visit https://help.klevu.com/support/home
    • Click on the "Submit a Ticket" button in the upper right-hand corner of the page.

    • Fill out the relevant sections of the form.
    • Provide as much helpful information as possible, including a description of the issue, links to pages where this issue can be viewed, and screenshots or recordings if applicable.
    • Be sure to include the word "Urgent" in the Subject line to trigger the notification on the Klevu Support end.

    2. Send an email to support@klevu.com with the word “Urgent“ in the subject line.

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