Regular Support

by Ralitsa Petkova

Last updated: 08-Jul-2026

MyAffiliates provides regular staffed technical support for most of the Australian, European and North American business days.  This is for non-critical issues, change requests and general questions.

Regular support issues  

Regular support should be contacted when encountering the non-emergency issues included below, or when any other help or services are required: 

Important Notes

• When reporting a problem, please include a description of the issue, a screenshot, the relevant affiliate account ID, player ID, Media ID and/or landing page ID, according to the problem reported
• When reporting an issue on a report, please provide the full URL of the report being used 
• MyAffiliates will always endeavour to ensure that the resolution of the issue described in this ticket is correct, but MyAffiliates neither warrants nor makes any representations regarding the quality, accuracy or completeness of any data or solution provided. In all events, it is the client's responsibility to ensure that the resolution and end results are correct and conform to the expected end result.
• If the problem reported has been instigated by the client themself, through the misuse of the system, MyAffiliates reserves the right to bill for the work undertaken at the client’s contracted billable rate

SLA for regular support requests 

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

• Non-emergency support issues will be acknowledged within 12 hours on working business days.  
• Tickets will be assigned to the responsible person accordingly.
• Development and new features/system improvement requests will be handled separately according to developer availability (some of these requests may need to be quoted separately). In such cases an ETA of delivery will be given accordingly.