Support Request

Please submit your support request via this form. Please review our support process below.

Support Process:

CoreMotives is fully committed to its clients and offers support through advanced expertise and industry best practices. Our support team is available by email during standard business hours.

Search Topics

We offer a comprehensive Search option to help you get started on your own. This is the easiest place for you to find answers to technical questions about our product.

Use the search box located at the bottom of every page on our training site to search for topics (e.g. Unsubscribe). Your search will return all relevant pages containing that topic.

Submit a support request

Are you a current CoreMotives client with a technical or usage question about your account? Please submit a support request. Simply summarize your issue and a member of our team will be happy to assist you with your request.

The support team is available from 6 a.m. – 6 p.m. Eastern Time (GMT -5), Monday – Friday. Alternatively, you may contact the support team at support@coremotives.com

Our support process:

  • To ensure client issues get immediate attention, all cases are to begin with a support request submission.
  • A case will be created and the case will be distributed to a team of support members at our headquarters. This ensures that the case will be handled by the next available team member, so that there is a fast response. Emailing support members directly, can slow down your case resolution.
  • The case will be reviewed by a member of the support team within 60 minutes during business hours.
  • Upon review, the case will be assigned a priority ranging from a user problem to “Critical” issues (e.g. problems that impact business continuity).
  • CoreMotives support will contact the customer via phone or email to review the issue. Support may leverage a web meeting to better understand the issue being experienced.
  • Should engineering support be required, a software engineer will be engaged immediately.
  • All cases not resolved within 24 hours will be escalated to management for review and remedy.
  • Upon resolution, your case will be closed and saved against your customer record.
Print Friendly