- Support
- Contact Information
Support
Contact Information
How to reach MasonHub support for assistance with your integration
Contact Information
MasonHub provides comprehensive support throughout your integration journey and ongoing operations. Here’s how to reach our team for different types of assistance.
Primary Support Channels
Integration Support
Integration Support Team
For technical integration questions and development support
Email: integration-support@masonhub.co
Best for:
- API integration questions
- Technical troubleshooting
- Development guidance
- Testing assistance
- Configuration issues
Response Time: Within 24 hours during business days
General Support
General Support Team
For operational questions and general assistance
Email: support@masonhub.co
Best for:
- Account questions
- Billing inquiries
- Operational issues
- Ship method configuration
- General platform questions
Response Time: Within 24 hours during business days
Specialized Support
Customer Success Management
Onboarding Support
Your Assigned Onboarding Resource
During your initial integration, you’ll be assigned a dedicated onboarding specialist who will guide you through the process.
Contact through: Your primary MasonHub contact or integration-support@masonhub.co
Customer Success Manager
Ongoing Relationship Management
After go-live, your assigned Customer Success Manager (CSM) will be your primary point of contact for strategic support.
Contact through: Your assigned CSM or support@masonhub.co
Emergency Support
Production Issues
For production emergencies that impact business operations, contact your assigned Customer Success Manager immediately or escalate through normal support channels with “URGENT” in the subject line.
Emergency Criteria:
- Production system downtime
- Data loss or corruption
- Security incidents
- Critical integration failures
Emergency Process:
- Email your CSM or support@masonhub.co with “URGENT” in subject
- Include detailed description of the issue
- Provide your contact information for immediate callback
- Follow up with phone call if no immediate response
Support Request Best Practices
Information to Include
When contacting support, include the following information to expedite resolution:
Support Hours & Response Times
Business Hours
Standard Support Hours:
- Monday - Friday: 9:00 AM - 6:00 PM EST
- Weekends: Limited emergency support only
- Holidays: Emergency support only
Response Time Commitments
Standard Requests
Within 24 hours
General questions, non-urgent issues, configuration assistance
Priority Requests
Within 4 hours
Production issues affecting operations, integration problems
Emergency Requests
Within 1 hour
Critical system failures, security incidents, data loss
Self-Service Resources
Documentation
API Documentation
Complete API reference with examples and use cases
Integration Playbook
This comprehensive integration guide you’re currently reading
Knowledge Base
Common topics covered in our knowledge base:
- Getting Started: Account setup, API access, initial configuration
- Integration Patterns: Common integration approaches and best practices
- Troubleshooting: Solutions to frequently encountered issues
- Best Practices: Recommendations for optimal system performance
Escalation Process
When to Escalate
Escalate your support request when:
- Initial response doesn’t resolve your issue
- You need higher priority handling
- Issue requires specialized expertise
- Business impact is increasing
How to Escalate
Internal Escalation
Ask the support representative to escalate within the MasonHub support team
Management Escalation
Request escalation to support management for complex issues
CSM Escalation
Contact your Customer Success Manager for strategic issues
Executive Escalation
For critical business impact, your CSM can escalate to MasonHub leadership
Feedback & Improvement
Support Quality Feedback
We value your feedback on our support experience:
How to Provide Feedback:
- Response to support ticket satisfaction surveys
- Direct feedback to your Customer Success Manager
- Email feedback to support@masonhub.co
- Quarterly business reviews
Areas of Feedback:
- Response time satisfaction
- Solution effectiveness
- Communication quality
- Documentation helpfulness
- Overall support experience
Integration Team Contacts
During Integration Development
Technical Questions
Integration Support Team
API questions, technical architecture, development guidance
Business Questions
Onboarding Specialist
Ship method mapping, business process configuration, go-live planning
Contact: Your assigned onboarding resource
Regional Support
International Customers
MasonHub provides support for international customers with considerations for:
- Time Zone Coverage: Extended hours for global customers
- Language Support: English language support with cultural awareness
- Regional Compliance: Understanding of local regulations and requirements
For International Support: Contact support@masonhub.co and specify your location and time zone preferences.
Quick Reference
Save These Contacts:
- Integration Support: integration-support@masonhub.co
- General Support: support@masonhub.co
- Emergency: Contact your CSM or use “URGENT” in email subject
- API Documentation: https://docs.masonhub.co/api/v1
Next Steps
If you’re experiencing specific issues, check our troubleshooting guide for common solutions before contacting support.