Contacting Support

Get the help you need quickly through our multiple support channels.

Support Channels

Live Chat

• Available 9 AM - 6 PM EST
• Instant responses
• Screen sharing available
• Average wait: < 2 minutes
• In-app and website

Email Support

• support@wildimaps.com
• 24-hour response time
• Detailed assistance
• File attachments supported
• Ticket tracking

Phone Support

• Enterprise plans only
• Dedicated line
• Business hours
• Schedule callbacks
• Priority handling

Response Times

By Plan Type

• Early Adopter: 24 hours
• Growth: 12 hours
• Enterprise: 1 hour
• Emergency: 30 minutes

What We Can Help With

Technical Support

• Login issues
• Campaign setup
• Targeting help
• Analytics questions
• API assistance
• Bug reports

Billing Support

• Payment issues
• Plan changes
• Invoice requests
• Refund processing
• Tax questions

Strategic Support

• Campaign optimization
• Best practices
• Industry insights
• Feature recommendations
• Training requests

Before Contacting Support

Self-Service Resources

• Help center articles
• Video tutorials
• Community forum
• API documentation
• Status page

Information to Provide

• Account email
• Campaign ID (if applicable)
• Error messages
• Screenshots
• Steps to reproduce
• Browser/device info

Escalation Process

Priority Levels

• P1: Service down
• P2: Major feature broken
• P3: Minor issue
• P4: Questions/feedback

Escalation Path

1. Support agent
2. Senior specialist
3. Team lead
4. Management
5. Executive team

Best Practices

Getting Faster Help

• Clear subject lines
• Detailed descriptions
• Include examples
• Provide context
• Follow up appropriately

Support Etiquette

• Be respectful
• Stay factual
• Provide feedback
• Patience appreciated
• Rate your experience

For immediate assistance, use our live chat or email support@wildimaps.com.