Creating a Ticket

To get assistance from Ally's support ticket, you must create a support ticket.

How to Create a Ticket

Follow these steps to create a support ticket:

1. Login to your Ally account

2. Click on the 'Help' icon

3. Click on the 'Create a ticket' button

4. Choose the appropriate 'Ticket type'

   • Implementation assistance - Anything in regards to setting up the white label instance

   • Other questions - Ask anything you would like to know about the portal

   • Report a bug - If the functionality is not working as it should be

   • Technical support - For anything where you would like to have assistance from the technical team

5. Provide required details

6. Click 'Create ticket'

Once the ticket is created, the ticket ID is on the table. When you click the ticket, a popup modal with the latest responses from our support team will appear.

Here, you can respond back to our support team with any follow-ups.

Support Hours

Ally will work to offer resolution between 9 AM and 6 PM EST from Monday to Friday.

SLAs

First response time: 4 hours.

Resolution time: 24 hours.

Escalation Matrix

Level	Point of contact
Level 1	Support specialist
Level 2	Support manager
Level 3	CTO (Mirant Hingrajia, [email protected])
Level 4	CEO (Hardik Makadia, [email protected])