Wicket Customer Support Guidelines

To contact Wicket customer support:

Help Centre

For frequently asked questions and how-to’s, visit our Help Centre first.

https://support.wicket.io

Online Support Requests

Login to our support portal using your unique username and password, and submit a support ticket.

https://support.wicket.io

Email Support

You can email customer support at any time. support@wicket.io

Support Hours:
Customer Support is available during business hours, Monday - Friday, 9am to 5pm EST, excluding Canada and Ontario Public Holidays. Support is available outside business hours for Urgent requests. See below.

Types of Support Requests

How-to / Question

A question on how to use a specific Wicket feature.

Technical Issue

A problem with how Wicket is expected to function. This could include a bug you have identified or an issue with how an integration is functioning.

Configuration Request

A request to update a core configuration within Wicket that is not available through Wicket’s Admin Panel.

Product Feature Request

A request for a new feature or a feature enhancement of Wicket or a Wicket integration.

Priority

Use for requests that are...

We’ll respond within ____ to confirm receipt.

We’ll update you:

Routine

Applies to both production and staging environments.

Routine and not time-sensitive.

Examples are:

• How-to questions
• New feature requests

2 business days

When resolved

Normal

Applies to both production and staging environments.

An inconvenience, but there is a workaround available.

Examples are:

• Configuration changes
• Non-critical bug

1 business day

When resolved

High

Applies to both production and staging environments.

An issue resulting in the inability to perform a time-sensitive task and no known workaround.

Examples are:

• Inability to export data from the Wicket admin panel
• An administrator or member is unable to edit data

4 business hours

As agreed upon, and when resolved

Urgent

Applies to production environments only.

Service Outages: Related to an issue resulting in a major business impact.

Examples are:

• Multiple Administrators or members are unable to log in using Wicket's single sign-on solution
• An error or issue resulting in the inability to collect funds from members via integrations

1 hour*

As agreed upon, and when resolved