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Level 0
Website and Documentation
How To Contact 1password
KSI has prepared and continues to update resources to help customers, including extensive user guides, tutorials, responses to frequently asked questions questions (FAQs) and webinars. The materials are made available to customers over KSI's website.
Level 1
Live Chat, Email and Phone
Customers can obtain 24/7 support for questions related to the End User Vault via live chat functionality. Emails and phone calls for other Level 1 support (i.e. general billing, configuration of the software) will be handled by the Business Support teams in U.S. and Ireland. Through pooled support across offices, an individual is available between 9:30am - 12:00am GMT+2 (Berlin).
Level 2 & 3
Email and Phone
How Do I Contact 1password
Support related to solution integrations, technical issues, performance issues or bugs will be handled by KSI's Solution Engineering and Development teams. Resources in both U.S. and Ireland are on call throughout the day to deal with these tickets. High-priority, urgent tickets will be resolved as soon as possible, whether during or outside of work hours.
Cases will be routed as appropriate to the correct channel based on the nature and criticality of the issue. The Service Level Objective (SLO) for a ticket is a response time within 24 hours. Customer service is a differentiator for KSI, and, in practice, cases are generally fully resolved within 2-3 hours upon being submitted.
Dave Teare, founder of AgileBits, Inc., commented on our setup & installation:
It was incredibly easy to setup Postmark. In under 10 minutes I had the first test working and rolling it out to production was just as easy.
We also asked him about how he’s using some of our more advanced features, and he gave us some insight into how Postmark is not only providing business intelligence, but how he plans to use our bounce handling to help his customer service team be more proactive:
I love the tagging. It allows me to quickly see how many emails we’re sending and why. Before Postmark, I had no clue how many emails we were sending and why. Detecting bounced emails is also very interesting. I plan on alerting our customer service team when a bounce occurs so we can proactively followup with customers.
If you’re not already using 1Password for securely storing and recalling all of your important account credentials (like, ahem, your Postmark login!), you’re missing out!
Special thanks to Dave and Roustem for being loyal Postmark customers and sharing their experience.
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