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.   

We have a hierarchy of teams involved in the development, operations, and support of the product.  

These include:  

  • First line support (Customer Success team) - Provided by phones, email and built-in instant chat. The Customer Success team are on hand to offer help and resolve most queries. Tickets are logged and audited. Urgent technical issues are escalated.  

  • Technical support - Provided by email, in product chat and video calls / screen shares if required. Technical issues are investigated by the surgery team.  

  • Operations - Responsible for security, monitoring, patching and the general health of the platform.  

  • Development - Team responsible for building enhancements and fixes, as well as new features and changes based on customer feedback and the general modernising of the system.  

Our Customer Success team are here to ensure you have a great experience from day one. We aim to deliver a positive customer experience each time you contact a member of our team, with jargon-free professional service and intelligent, considered problem-solving assistance from our UK based teams. 

As we learn more about your organisation and your objectives, you can expect lots of help and advice. Our team are all experts in digital marketing and continually seek to add value. We do not outsource for quality assurance and security reasons. 

 

Contacting our Customer Success team 

Our Customer Success team will respond promptly via live chat, email and phone during standard support hours. Monday - Friday, 8.30am - 6.00pm (GMT). 

  • Median first response time (Jan - Jun 2022) was 1m 3s.

  • Median time to close (Jan - Jun 2022) was 1h 33m.  

Out of office hours support is also available for critical issues by contacting support24@forfront.com

Every case will have its priority set as Low, Medium, High or Urgent based on which we will apply the appropriate escalation procedure. 

SLA


Proactive support 

Systems monitored 24/7/365 including access, traffic loads, security alerts, platform performance and overall system health. 

Platform availability is proactively monitored 24 hours a day and 7 days a week using automated monitoring tools that continually monitor our traffic and services availability to ensure that you are always receiving the optimum service. 

  

Platform maintenance 

Scheduled maintenance is scheduled 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 12.00am but this would not influence the availability of the platform during this time. 

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

Make a suggestion 

We would love to hear your ideas to make e-shot™ even better. 

We regularly review suggestions with our development team to look at ways that we can improve how our software works. 

Make a suggestion 

 

Complaints

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 staff 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.


Celebrating success 

Our teams work incredibly hard to ensure that you have the best possible experience working with e-shot. We appreciate hearing about what we could do better, but we also love hearing about the things you love or results of campaigns that have gone particularly well after the advice from one of our team. It gives the team a real boost to hear when they have made a difference, so please let us know on live chat or via hi@e-shot.net all your thoughts – good, bad and amazing! 

If you’d like to let us know about outstanding service you’ve received from one of our team members, you can let us know also by emailing  hi@e-shot.net.