Contacting HappySignals Support
How to reach HappySignals Support, our support hours and response times, and what to include in a request.
The HappySignals Support team helps with configuration, troubleshooting and guidance on setting up and running your HappySignals platform. This page explains how to reach the team, when, and what to expect.
How to contact Support
- Check the knowledge base first. Most answers are already on support.happysignals.com.
- Submit a request with the support request form, or email support@happysignals.com.
If you use HappySignals through a partner, such as a managed service provider, contact your partner first. The partner raises issues with HappySignals Support on your behalf and keeps you updated.
Hours and response times
| Support hours | 8:00–16:00 CET on business days |
| Service monitoring | 24/7, by a separate team that keeps the service up and running |
| First response | Promptly during support hours, and by the next business day at the latest |
| Critical issues | Target resolution within 2 hours, for example when employees cannot submit feedback |
Resolution times for other issues vary with the problem. Rather than rigid SLAs, our focus is on getting you the help you need when you need it. If your agreement with HappySignals, or your partner's agreement, sets different support terms, those terms apply.
What to include in a request
A complete request helps us resolve the issue faster:
- Your organisation and the HappySignals environment affected (for example test or production).
- What you expected and what happened, and when it started.
- Two or three examples, such as ticket numbers or survey links, with timestamps and time zone.
- Screenshots or log extracts, and any recent change such as an ITSM upgrade, instance clone or configuration update.
Never send passwords, shared secrets or API keys. Remove them from logs and screenshots before sending. For ITSM integration issues, such as ServiceNow, also include the application version and, for failed calls, the full request and response with headers.
Onboarding and Customer Success
You are introduced to the Support team during implementation. During implementation and onboarding, your dedicated onboarding team gives you extended support. After that, your Customer Success Manager is your contact for anything beyond day-to-day support, including escalating an issue that is business-critical or not progressing.
Service status and planned maintenance
The current status of HappySignals is shown on the HappySignals Service Status page. Planned breaks are announced to your customer contacts at least three days in advance. Let us know if those contacts change, so notices reach the right people. See HappySignals availability: is the service up or down?
Product releases
HappySignals platform updates roll out automatically. New versions of ITSM add-on apps, such as the ServiceNow application, are made available for your technical team to install. Details are in the release notes.