Emergency Support

by Ralitsa Petkova

Last updated: 03-Dec-2025

MyAffiliates provides 24-hour emergency technical support for critical issues that may arise.  Technical support should be attempted in the following order: 

Important Note

When using MS Teams or Phone, please use the contact person who is the closest to your timezone

Emergency support issues 

Please contact the emergency technical support when the issue encountered affects the operations of the critical system path; ie. issues that result in data loss, or loss of core system functionality including:

Important Notes 

The client is responsible for checking  that the issue is replicable towards the platform and it is not an isolated incident before contacting emergency support

In the event that Emergency support has been contacted for no valid reasons, MyAffiliates reserves the right to bill for the work undertaken at the client’s contracted billable rate

SLA for emergency support requests 

In support of emergency services, MyAffiliates will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:

• Technical support shall be provided twenty-four (24) hours a day, seven (7) days a week by telephone;
• The response time shall be not more than 3 hours;
• A defect, fault or error shall be corrected/remedied within 12 hours;