Customer support
Support Process
How to submit a request to Citiri, the response and resolution times that apply, and the messages you will receive.
1How to reach Citiri Support
Send your request by email to:
Use a subject line that describes what you need. In the message, include what is happening, what you expected, and any screenshots or files that will help us understand the request. Attachments sent with the email stay with the request.
Citiri receives the email, logs a support request, and places it with the support team for review. You do not need to copy anyone else.
2What happens next
- Citiri logs the request as soon as the email arrives. A request received by email starts at Severity Level 3. Citiri may assign a different severity after review. Severity Level 1 is the most time-sensitive, and Severity Level 4 is the least.
- The person who submitted the request receives a confirmation email with the case number and subject.
- Citiri reviews the request within the response time for its severity.
- Citiri works the request. If we need information from you, we will ask on the same email thread. The resolution clock pauses until you reply.
- Citiri delivers the resolution to the person who submitted the request.
- The request then stays open for 26 hours. These are clock hours, so they run through evenings and weekends. You can reply on the same thread during that time, and your reply is added to the request.
- If the issue is still not resolved, reply on the same thread. Citiri will reopen the request, and it will not close. The 26-hour period starts over the next time Citiri marks the request done and delivers the solution.
- If the issue is resolved, the request closes at the end of the 26 hours, and the person who submitted it receives a closure email.
3Support hours
Citiri support hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time. Saturday and Sunday are outside support hours.
Response time and resolution time are measured in these hours only. Time outside this window, including weekends, is not counted. A request received after 5:00 p.m., or on a weekend, begins counting at 8:00 a.m. Eastern on the next business day.
4Response and resolution times
Response time is the support-hours interval from when Citiri receives the email until a Citiri team member has reviewed the request.
Resolution time is the support-hours interval from when Citiri receives the email until the resolution is delivered. The clock pauses while Citiri waits for information from you. The 26-hour period after delivery is not part of these targets.
| Severity | Response time | Resolution time |
|---|---|---|
| Level 1 Most time-sensitive |
1 business hour | 8 business hours |
| Level 2 | 4 business hours | 24 business hours 2 business days and 6 hours |
| Level 3 Starting level for email |
8 business hours | 40 business hours 4 business days and 4 hours |
| Level 4 | 16 business hours 1 business day and 7 hours |
80 business hours 8 business days and 8 hours |
A business day in this table is the 9-hour support window, 8:00 a.m. to 5:00 p.m. Eastern. The commitment is the business-hour figure. The day-and-hour equivalent is the same commitment written out.
A request emailed at 10:00 a.m. Eastern on a Tuesday, with no pauses while Citiri waits for your reply:
Review by 9:00 a.m. Wednesday. Tuesday 10:00 a.m. to 5:00 p.m. is 7 support hours, and the remaining hour falls at the start of Wednesday.
Resolution by 2:00 p.m. the following Monday. Forty support hours from Tuesday at 10:00 a.m. runs through the rest of Tuesday, then Wednesday, Thursday, and Friday, and finishes at 2:00 p.m. Eastern on Monday.
5Messages you will receive
Automated messages go only to the person who submitted the request. They are sent from citirihelp@citiri.com. Other people who may be involved in the request do not receive these messages.
| When | Subject | What it includes |
|---|---|---|
| Request received | Case Open: [subject]: [case number] | Confirmation that Citiri received the request, the case number, and the subject. A reply to this email is added to the request. |
| Request closed | Case Resolved: [subject]: [case number] | The case number, subject, resolution, and the date closed. If the issue is not resolved, reply to this email and Citiri will reopen the request. |
You will not receive a separate automated email for each update while the request is being worked. When Citiri needs information from you, or when Citiri is delivering the resolution, we reply on the same email thread, to the person who submitted the request.
If the situation changes after you send the request, reply on that thread and Citiri will reassess it, including the severity level.
6After the request closes
The closure email is the record of the request: case number, subject, resolution, and date closed. If the issue comes back, reply to that email or to the request thread, and Citiri will reopen the request. A new closure email is sent each time the request closes.