Customer Promise

Software and a service

e-shot gives you a powerful set of marketing tools, but the technology is only half of the puzzle. We want you to be completely satisfied with our technology and the services we provide.  

Customer Success 

Full support is included in your subscription, and you will find our team highly responsive. We call it Customer Success as we try to work in partnership with our customers to ensure they can succeed in their objectives even if it does not directly relate to use of the e-shot platform. 

The Customer Success team will respond promptly via live chat, email and phone during standard support hours. We pride ourselves on consistently excellent response times: 

  • Median first response time (Jul - Dec 2023) was 1m.    

  • Median time to close (Jul - Dec 2023) was 1h 11m

Customer Success standard hours:

Monday to Friday, 8:30am to 6:00pm (GMT) 


Customer Success contact methods: 

Live chat, email or phone. 

We can also provide support and advice via Microsoft Teams, Zoom or other web conferencing software as required. 

Emergency support is also available 24/7 and contact details for this are available when logged into the platform. 

Service Level Agreement 

As part of our commitment to quality, we log and track every support case and assign a priority to each based on the severity of the issue. We view our SLA response times as a minimum standard and would frequently expect to respond and solve issues much quicker than these times: 

  • P1 - Urgent - first response within 1 business hour, initial resolution within 1 working day. Final resolution: Hot fix release 

  • P2 - High - first response within 2 business hours (4 out of hours), initial resolution within 2 working days. Final resolution: Hot fix release 

  • P3 - Medium - first response within 1 working day, initial resolution next maintenance release. Final resolution: Next maintenance release 

  • P4 - Low - first response within 1 working day, initial resolution next maintenance release. Final resolution: Next maintenance release 


Platform monitoring  

Our technical and security teams proactively monitor our systems 24/7/365. We monitor access, traffic loads, security alerts, platform performance and overall system health. 

Platform availability is proactively monitored using automated tools that continually to ensure that you are always receiving the optimum service.  

For real-time checks on the platform status or for information on any planned maintenance you can visit our Service Status page.  

Platform maintenance  

Scheduled maintenance normally takes place between 8.00pm and 2.00am with written notice being sent to administrators and in-product notices being available to all users at least 2 days in advance. 

Nightly backups run at midnight but this would not influence the availability of the platform during this time. 


Account management 

Our team are experts in digital communication and continually seek to add value. To manage your account, we provide:  

  • Quarterly reviews  

  • Monthly reports  

  • Regular customer workshops and webinars  

  • Dev Club – The opportunity to talk to our developers and influence the future direction of new features and enhancements  

  • Training – Basic training is always available for an unlimited number of users.  

We regularly help customers reactively and proactively across a range of topics including: 

  • Marketing strategy 

  • Data protection 

  • Automation 

  • Design and coding 

  • Accessibility 

We do not have account managers. A single point of contact can also be a single point of failure or delay, but you can still expect those who you engage with to know and understand the specifics of your account and how to help. The Customer Success team meet daily to discuss all customer issues and questions and the most appropriate person with relevant expertise will then manage the situation accordingly. 

Bespoke service arrangements can be agreed as part of a contract if required including measures such as having a named director as a direct point of contact for advice and to act as an escalation point if required.  


During onboarding, we look to establish measurable objectives with each customer and this forms the basis of an account management plan where we work with you to ensure you see success from using the platform. Find out more about the elements of our onboarding process.

Quarterly Reviews

Quarterly reviews will include analysis of recent campaigns and results and provide you with observations and recommendations on areas including:  

  • Data quality and associated risks; deliverability, data protection  

  • Performance and optimisation techniques  

  • Design – including accessibility and mobile optimisation  

  • Product updates and review of support activity  

  • Opportunities for innovation and workflow enhancement  



As a UK-based SME, you can expect to regularly engage with senior members of the team with decades of experience in digital communications for both public and private sector organisations. Every member of the team who works with the platform or with customers has passed checks to Baseline Personnel Security Standard. We also have members of the team with full Security Clearance when needed. We do not outsource for security and quality assurance purposes. 



We treat all complaints seriously. You will always be treated with courtesy and fairness - we would hope, too, that you will be courteous and fair in your dealings with our team at all times.  We will treat your complaint in confidence within the department. 

We will deal with your complaint promptly - we will acknowledge receipt of a written complaint within 5 working days, and we will send you a full reply within 20 working days of receipt.  

If we cannot send a full reply within 20 working days of receipt, we will tell you the reason why and let you know when we will be able to reply in full.  

Find out more about our complaints procedures.