These Support Policies apply to your use of Magnetic Software and may be updated from time to time. Magnetic’s Terms and Conditions for the applicable SaaS product can be found here.
Support response times
Magnetic is committed to rapid response of all support requests. Support queries will be attended to within one hour, and depending on the nature of the request, a follow-up time will be scheduled by our technicians. All support requests can be logged through our various support channels (below) on a 24/7 basis, and can be tracked via our support portal once a ticket has been logged.
Available support channels
- Support portal
Your first point of contact should be the Magnetic support portal where tickets can be logged and tracked. To access the support portal, simply click the question mark at the bottom right of your dashboard or visit support.magnetichq.com.
- Email support
For support via email, please contact firstname.lastname@example.org. Only support tickets sent to us via this email address will be logged.
- Skype support
Our account managers are available for Skype support. Please ask your account manager for their Skype address and add them as a contact. Alternatively, add magnetichq to your Skype account for general support queries.
- Phone support
Contact our support lines on:
+21 21 180 4119 (South Africa)
+44 1277 424 119 (United Kingdom)
Magnetic updates may address security fixes, critical patches, general maintenance functionality and/or documentation, and will be made available at our discretion. Magnetic is under no obligation to develop any future functionality or enhancements.
Where practical, Magnetic will give you advanced notice of these updates, and will schedule them outside of regular business hours.