Our Support Service

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What's Included?

All Metro Publisher plans include basic support via this support site. Here you can search through our documentation to find answers or submit requests to receive answers to your questions directly.

Metro Publisher's basic support does NOT include phone support. All communication is in written form via support tickets.

Basic support is limited to features and issues directly related to Metro Publisher.

Included:

  • Questions about existing features
  • Requests and inquiries about new features
  • Questions related to your account, such as billing or other issues

Not included:

  • Questions and trouble shooting of third party services
  • Issues associated with ad servers such as DFP and Broadstreet
  • Custom HTML or Javascript
  • Custom design
  • Personal training or project management
  • Import and exports of data

For these questions and inquires, we offer custom support services.  Find out more...

 

How To Use This Support Site

 

To get the most out of this support site it is a good idea to follow these general guidelines:

  • When you have an issue, first try to find an answer via the keyword search to see if you can locate a relevant guide.
  • If you are unable to locate an answer to your question, you may submit a new support ticket.

 

How to Submit a Support Ticket

When you have a problem or question and need to submit a support ticket via our Support Ticket System, it is important that you provide as much information as possible. The more information our support staff receives from you, the easier it will be for us to investigate and find a timely resolution.

Here are some basic rules to follow when creating a new support ticket:

  1. Describe the Issue
    Explain as much as you can about the issue. What where you trying to do? What was the result? If there was an error message, please provide the error message text. Were you able to reproduce the problem on a different computer and/or browser? What was the workflow leading up to the issue?
  2. Provide User-Agent Information
    In many cases, problems that arise are due to interactions with the user-agents. We therefore request that you specify the device, operating system and browser you were using when the problem arose. Different browsers will behave differently because manufacturers do not always follow the same standards. This is also true for different operating systems and devices.
  3. Provide Links
    We need to be able to replicate any problems or errors in order to discover a resolution and can only do that if you provide links to where you encountered the issue. For example, if you are editing an article and you encounter an error, paste the link to the edit page for that article into your support issue. Or, if you see a page in your public site where there is a problem, paste that link into the support issue.
  4. Provide Screenshots
    Since several editing and settings options become available in pop-up windows which do not have their own link, screenshots will help us visualize the issue. They are also highly valuable in the case of display or design issues on your site. Descriptions of problems or the workflow applied when the problem arose are not always as clear to the reader as they are to the writer!

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Support Operating Hours

Metro Publisher's support squad processes support tickets Monday through Friday 9AM to 6PM Central European Time (CET). For North American office hours this means until Noon Eastern Standard Time (EST). We occasionally answer questions outside of these hours, but usually during the given times.

Our office is closed on weekends.


Holiday Closures

Thanksgiving – November 22 and November 23, 2018
Christmas – December 24, 2018 to January 3, 2019
Easter – April 22 to April 26, 2019

 

Response Times

New issues are typically addressed and/or resolved within a matter of hours and in many cases immediately after being submitted. However, depending on time of day and your time zone, expect up to one business day for an initial response.

With several hundred clients, it becomes difficult to replicate a reported problem and find a resolution in a timely manner without very clear instructions on the issue. If you describe your issues thoroughly, our support staff will do their best to find a resolution as quickly as possible.

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