A Change for the Better: A brief update for all of our API faithful
Thursday, January 18th, 2007January 18th, 2007
We have decided to change the way we handle your API questions so we can respond to you more efficiently. You should no longer directly email any of your Right Media contacts with API questions. Instead, please send them to api@rmxsupport.com. Our API team will be monitoring the queue at all times.
This change will allow us to track your requests in a consistent manner and provide you with a ticket id to follow your question or bug report to its conclusion. If you feel that your issue is extremely time sensitive, by all means CC your RM contact, but it should no longer be necessary.
Now for the the specifics:
We have set down a few ground rules.
- Please limit the number of employees submitting tickets whenever possible. Having a single point of contact at your company will allow us to provide consistent support.
- When opening a trouble ticket, please include as much information as you can. A few minutes of extra research and documentation put in on the front end will prevent our engineers from sending the always irritating “Have you tried this” email.
- Always read the documentation first.
- If your issue is extremely urgent, please make sure that you state that in the subject of the email. [URGENT] would work nicely.
Target Response Times:
We will do everything in our power to hit these metrics:
- 24 business hour initial response time: Our agents will be checking in over the weekend and in most cases we eclipse this number.
- 2 Day resolution time: Once we have received all of the required information, we will strive to have the issue identified and resolved within two business days. In the case where a release is required, it may take several more days until the patch can be tested and pushed into production.
Thank you for helping us to make our service better!
Max, head of API Support Team.




