How to Reach Marcato Support
The fastest and most reliable way to reach our support team with questions, suggestions and bug reports is through the Support Board located in the main menu of your Marcato account. When you use the Support Board you receive immediate confirmation that your message has been posted to the tool our support team uses to track issues and requests.
Once you post your initial question you can also make followup comments and attach files related to your request. If you are unable to access your account or someone who does not have a Marcato account needs to contact us (i.e. your Web Developer with questions about working with Marcato Festival XML Feeds) you may also email firstname.lastname@example.org.
Hours of Support and Target Response Times
Our core hours of support are Monday to Friday, 8am to 5pm Canadian Eastern Time, excluding Canadian holidays. During this time our support team works to provide all our clients with prompt and effective technical support and success coaching for our Marcato Festival and Marcato Musician platforms.
We aim to review all requests posted on the Support Board within one working day, though we often are able to reply faster and outside our core hours of support.
If you require a different level of support service, please contact your account manager to discuss how we can meet your needs.
Custom Development Services
In addition to technical support and success coaching we offer customization and custom development services including advanced intake form customization, custom data reporting and custom module development.
While core feature updates and bug fixes are included in the cost of your subscription, other development services are charged on a per hour basis, typically with a minimum one hour charge. “Bug fixes” are updates to ensure all core Marcato features work as expected but do not include altering or ‘tweaking’ the intended functionality to meet a specific need or request.
We do encourage clients to post feature requests and solutions they would like to see become part of Marcato on the Support Board and we regularly review these requests and incorporate them into our development plans for the platform.
If there are features or modifications you would like to see that are unique to your needs or that must happen on a specific timeline, contact us to find out if a custom development project is right for you.
More About Custom Development
When a request falls outside of the services included in your subscription, we often provide clients with our best estimate on the number of development hours required for our team to complete your custom development project. These are estimates that ALWAYS need to be adjusted if the requirements of your project change.
Any custom development projects typically cannot be scheduled for completion less than 10 working days from the day the requirements are agreed upon between the client and our team. Work that is required “rush”, “ASAP”, or otherwise faster than this two week development cycle is subject to a rush charge. Typically rush charges are a minimum of $150 CAD per “rushed” project and must be paid before the project begins.
We encourage all our clients to plan ahead and contact us well in advance of any deadlines you may need us to meet to avoid rush charges. We will always do our very best to meet your needs by offering these custom services as quickly and cost effectively as we can without affecting our ability to deliver the core Marcato platform to all clients.
If you have any questions about our support policies, custom development and rush projects or would like to leave feedback on your experience with our support team, please contact us.