Create an issue first
Before you contact someone in the CXC Content Team, please make sure, that you have created a issue, meaning a ticket in the Content Builder Service Desk. By dooing so, we can help faster and more efficient. Thanks.
Get Help & Support
To ensure efficient issue handling, we’ve established a support chain. This structure helps maintain focus and facilitates knowledge transfer across the team. By default, the content team manages the escalation.
Support Chain Overview
| Tier | Role | Responsible |
|---|---|---|
| Tier 1 | First-Level Support | Content Management (Sascha) |
| Tier 2 | Second-Level Support | Content Development (Peter) |
| Tier 3 | Third-Level Support | Product Owner (Stefan) |
| Dev Support | Escalation to Development | If the Product Owner cannot resolve the issue, he will consult with our Developers |
Feedback & Knowledge Transfer
After an issue is resolved it should be made transparent to all parties involved - idealy by commenting the related jira ticket.
Communication
While informal discussions are always welcome, this structure helps us stay focused and ensures that support is handled efficiently.