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
Additional Support Options
NOTE: Metro Publisher's basic support is limited to features and issues directly related to Metro Publisher. However, if you prefer the personal touch, have custom requests or issues not directly related to Metro Publisher features, we now offer extended personalized service packages.
- 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
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:
-
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? -
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. -
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. -
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/Reduced Office Hours
Closures
During holiday closures, our support services will be unavailable except for emergencies.
- Thanksgiving – November 27 and 28, 2024
- Christmas – December 23, 2024, to January 3, 2025
- Spring Break – April 13 to April 20, 2025
- Independence Day – July 4, 2025
August Longer Response Time
Our support service team works with reduced office hours throughout the month of August every year. While we continue to provide support service, depending on time of day and your time zone, expect more time to resolve issues or answer questions.
- August – August 1 to 31, 2025
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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