McCaplan Marketing Hub Support

Support Commitment & Service Level Agreement (SLA)

At McCaplan Consulting Group, we don't just hand you the keys to a platform and leave you to figure it out. The McCaplan Marketing Hub is a fully managed operational ecosystem. To ensure your digital campaigns, databases, and automations run seamlessly, our dedicated technical support desk manages all system optimizations and troubleshooting directly.

Standard Support Hours

Our technical team is active and monitoring requests during the following hours:

Monday through Friday: 9:00 AM – 5:00 PM Pacific Time (excluding major US holidays).

Response Timelines by Urgency

To provide the fastest possible resolution to critical updates, requests are automatically categorized into three priority tiers based on operational impact:

Tier 1: Critical Emergency (System Down)

Definition: The platform is entirely inaccessible, or a live, active campaign is experiencing a systemic error that creates immediate financial or reputational risk.
Our Commitment: Response and initial resolution path within 4 Business Hours.

Tier 2: Standard Technical Issue (Glitches & Errors)

Definition: A specific feature or tool is malfunctioning (e.g., a form layout error, a minor integration disconnect, or a single workflow bottleneck), but the core platform remains fully functional.
Our Commitment: Response and resolution within 24 Business Hours.

Tier 3: General Inquiries & Guidance (How-To)

Definition: Questions regarding platform utility, adjustments to visual templates, user access updates, or training reminders.
Our Commitment: Response within 48 Business Hours.
Note: To save you time, we highly recommend checking the McCaplan Marketing Hub Knowledge Base first, where we house short, on-demand video tutorials for common tasks.

How to Submit a Support Request

To ensure your request is tracked and routed to the correct technical specialist without getting lost in a busy email inbox, please use our official channels:

In-App Help Desk: Click the "Hub Tech Support" button located directly inside your left-hand sidebar menu to launch a quick ticket form.
Support Form: Contact our technical team using the form below.

Submit a Support Ticket

Get help for your McCaplan Marketing Hub