Concord Support Commitment
At Concord, we are committed to providing excellent support to our customers. We understand the importance of timely and effective assistance, especially when it comes to navigating the complex landscape of data protection and privacy compliance.
Our support policy is designed to ensure that you receive prompt, reliable, and knowledgeable assistance whenever you need it. Here are the key aspects of our support commitment:
- Response Time: We strive to provide an initial response to all customer inquiries within 2 business days of receipt.
- Support Channels: Depending on your plan, we offer support through various channels including web, email, and chat, including an extensive knowledge base for self-service support.
- Expertise: Our dedicated support team is here to assist you with any questions or issues related to our privacy and compliance software.
This document outlines the details of our support services, including available channels, response times, and the types of assistance we provide. We're committed to your success and are here to support you as you implement our products.
To ensure we can help you as quickly as possible, please include the following information when contacting Concord support:
- Organization Name: This allows us to link your request to your specific Concord organization.
- Detailed Issue Description: Provide a clear description of the problem you're experiencing. The more specific you are, the better we can understand and address your concern.
- Steps to Reproduce: If applicable, outline the exact steps that lead to the issue. This helps our team replicate and diagnose the problem more quickly.
- Screenshots or Error Messages: Please include any relevant screenshots or error messages you encounter.
Escalations
In accordance with our support commitment, escalations for critical issues follow a structured process to ensure swift and effective resolution. Critical issues, defined as incidents causing complete service outages, significant performance degradation, or major security concerns, are prioritized immediately upon detection or report. Our frontline support team will notify the appropriate technical specialists and escalate the issue to senior engineers or product teams within 60 minutes of confirmation. Updates will be provided to affected customers at regular intervals, and a dedicated escalation manager will oversee the resolution process to ensure adherence to service level agreements (SLAs).
Our Google Consent Management Partner (CMP) Support Commitment
At Concord, our support team is dedicated to ensuring you are successful when it comes to integrating Concord’s CMP with Google. We offer comprehensive assistance for all aspects of our platform, including setting up Concord and integrating with Google via our Google Consent Mode V2 integration.
In addition to the above support policies, Concord offers dedicated support staff and account managers for support when troubleshooting Google CMP issues, and all support here should begin with our team as opposed to Google. We offer multiple ways to get the support you need including:
- Live chat via our in app chat at https://admin.concord.tech/.
- Email support via google@concord.tech or support@concord.tech.
- Self-service web support via comprehensive resources and guides via our Help Center.
- Guided CMP setup calls with one of our knowledgable support agents and account managers/executives including:
- Activating and configuring Consent Mode V2.
- Setting up your consent banner to comply with Google’s guideline.
