Service Levels

Category

Description

Response time

Time-sensitive release distribution issues

A critical issue on the platform is impacting the distribution of time-sensitive press releases

Up to 1 business hour

Critical core functionality

Customers are not being able to complete core functions on the platform and may need assistance from the Medianet staff:

• Customers cannot create and/or submit a basic press release
• Customers cannot transact online
• Prospective customers cannot create a new account.
• Customers cannot cancel a ‘held’ press release.
• Customers cannot login to the platform with their correct credentials.
  
  

If no workaround is available by Medianet staff, this is then considered critical.

Up to 2 business hours

Cancellation and editing of press releases on hold

To cancel a press release on hold on your behalf we require at least 30 minutes' notice before the hold time.

Note: To edit a press release that is on hold, customers can cancel the release on the platform and make the changes, or make use of the Draft functionality.

Up to 2 business hours

Assistance with distribution of non time-sensitive press releases

Platform issues impacting non time-sensitive press release distributions

Up to 4 business hours

Multimedia News Releases

The Medianet staff will create all MNRs once all content is received and approved.

Up to 4 business hours

Secondary functionality issue

Issues affecting delivery/publication of press releases to non-email channel integrations.

Eg. Wire, website and content syndication

Up to 4 business hours

Login requests

Adding, editing or deleting user logins (if customers cannot add/remove users in the system)

Up to 4 business hours

Data research and database enquiries

Advice on retrieving contacts from the database, database features or functionality

Up to 4 business hours

Outgoing International release setup

Distribution to international partners

Up to 4 business hours

Contract setup

Contract processing and setup

Up to 1 business day

Non time-sensitive issue

Issues that are not time-sensitive, including:

• Platform issues impacting non time-sensitive distributions
• General questions about press releases in the future (distribution advice/options)
• Issues affecting customers being able to view their sent press releases or email analytics

Up to 1 business day

General support questions and request

Issues where customers require assistance, including but not limited to:

• Domestic/international distribution queries or quotes
• Invoice/billing enquiries
• Usage/quota enquiries
• Accounts/billing-related enquiries.

Up to 1 business day

Online release edits

Assistance from Medianet staff to edit the online version of a submitted press release

Up to 1 business day

Platform demonstrations

Medianet PR Platform demonstration and/or training from a Medianet Customer Support representative

Up to 1 business day

Phone enquiries

Enquiries received via phone call

As received. The actions following a phone call will be determined by the type of issue as per above.