Documentation

Support

The easiest way to talk to us is by email - send a message to help@metricfire.com.

Your message will go into our support system, but you won't get an automated response because we think those can be a little cold - we prefer having a human get back to you. Your message will be seen by our support team, and it's also dropped into a Slack channel that all the Metricfire engineers are in, so your message will be read by everyone who can offer help.

Someone from our support team will get back to you soon, and we know how important a quick response is because we expect the same from our vendors. Our support team will pull in Metricfire engineers as necessary, so you'll likely end up talking to one of the people that are building and maintaining the service.

We're based in Ireland and you can expect a reasonably quick response during our office hours (10:00 to 18:00 IST) but we realise that many of our users are in the US so we do what we can to provide cover for US timezones too.

My question is urgent, what should I do?

If you need a quick answer, please mention it in the subject line of your email, or in the first couple of lines. If we know a support request is time sensitive for you, we'll prioritise it and try to get back to you faster. If you want to talk about a guaranteed response time for your support tickets, please email billing@metricfire.com and we'll discuss it.

Can I set up a video call?

Yes, that's not a problem. It might take us a day or so to schedule it, but we'll do what we can. We know working through some issues just requires a bit more time and higher bandwidth communication. We love using appear.in for video conferencing and it supports screen sharing, but we're happy to use your conference tool too, or just POTS! Email help@metricfire.com to arrange a chat.

Can we talk pricing?

Yes - please email billing@metricfire.com and we'll talk numbers.