Product Support

We all need a little help from time to time. Our expert Global Support Team is on-hand to help you with any questions you might have about the ONE Engagement Hub.

Get in touch

Contact the Thunderhead Global Support Team at onesupport@thunderhead.com

Email Support (Office Hours)
Europe: 9:00am UTC to 6:00pm UTC
North America: 9:00am EST to 6:00pm EST

24/7 Telephone Support (Including Urgent or Critical Support)
North America: +1 877 8388945
Europe: +44 (0) 203 695 4629

Help yourself

Visit our self-service Support Portal to submit a specific request for help, track progress on existing issues or search our extensive knowledge base.
You’ll need your ONE login details to access the portal.

Priority and Response Time

Critical : Production issue affecting all users; system unavailability; data integrity issues – 1 hour.

Urgent : Persistent issue affecting many users; major functionality impacted; significant performance degradation – 2 hours.

High : System performance issue or bug affecting some, but not all users – 4 hours*.

Medium : Inquiries about routine technical issues; information requests on application capabilities, navigation, installation or configuration – 8 hours*.

*During office hours only

Service Status

At Thunderhead we work hard to keep service interruptions to a minimum and have a record of averaging 99.99% uptime across our core services.

But like anyone, we occasionally encounter service interruptions. Typically, this tends to be a small window of scheduled maintenance, which we try to do during non-working hours. Rest assured that in the rare event of an unplanned outage, we keep your data safe and secure and get things back up and running as soon as possible.

To keep you informed, we post updates to our Status page. Here, you can see whether we have an ongoing incident, or review historic incidents and uptimes. You can also use the Status page to subscribe for incident updates via email.