Support Issue Types and Priority

We from the MoEngage Support team are happy to help you out. Therefore, it's imminent we prioritize the support tickets based on the actual type and thereby assign priority and the pricing plans our customers are on.

Here are some tips for you to help you solve your issues quickly, even before raising a support ticket:

1. We have a plethora of help center articles to help you understand the product and our articles contain answers to the most common queries asked by our customers.

Click here and search for the topic that interests you and also refer to FAQs at the left bottom of our help center menu.

For technical integration-related FAQs please check here for iOS, here for Android, and here for Web SDK.

2. If you do have specific product queries, use cases, or 'How to' queries, and if you have a 'Customer Success Manager'(CSM) for your account, please directly email your CSM.

Our support team always prioritizes core technical issues over product queries that may be already addressed in our help center documentation. Therefore it's advisable you email your CSMs or refer to the next source mentioned in point 3 for getting acquainted with our product and not raise a ticket for the same.

3. Please go through our growth academy tutorials to be a MoEngage Growth Marketing Expert and MoEngage Analytics Expert.

Category of types of Issue and Priority Assigned

Category-Sub Category Type of Issue Priority
Push/SMS/Facebook Audience/Connectors Not able to publish campaign Urgent
Sent Count is 0 Urgent 
Impression Drop High
Campaign Stats Discrepancy Normal
Not rendering as expected Normal
Email Not able to publish campaign Urgent
Campaign Stats or open rate low than expected Normal
Emails landing in Spam High
Emails not Rendering as expected Normal
DPM/Jinja queries The sent count is 0 due to personalization Failure Urgent

Product feeds failing

High
Personalization errors more than usual Normal
Jinja-related issues or queries to set up use cases Normal
Inapp Not able to publish Campaign Urgent
Zero Impressions or CTR High
In-app not rendering as expected  Normal
OSM Not able to publish campaigns Urgent
OSM banners are broken or not appearing as expected Normal
OSM campaign performance dropped than usual High
Web-Push Not able to publish campaign Urgent
Web push Impression drop High
Multiple or no Web push notification Normal
Integrations (Android, IOS, Web SDK, and partner integrations) Android or IOS platform crash issue Urgent
Integration or Implementation help Normal
Uninstall/Install/Update calls not working as expected High
Events or Attributes not being passed post-integration High
Segmentation Segmentation queries failing Urgent
Import Users or custom segment uploads not working High
Data discrepancy in Segmentation count Normal
Analytics All analytics dashboards not loading Urgent
A discrepancy in data compared to other modules of MoEngage Normal
Data population in Analytics not happening as expected High
Reports,S3,Streams,Big Query No reports are being generated High
Data Discrepancy  Normal
Help in Big Query and set up of S3 or Streams Normal
Custom data fetch requests Low
Settings Configuration problems or errors High

Response time based on priority

Please note our support team operates Monday to Friday, 24X5 across all priority of issues as mentioned above.

We provide 24X7 support only for issues under the Urgent category.

Priority Initial Response time
Urgent within 1 hour
High within 3 hours
Normal within 5 hours
Low within 1 business day
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