These instructions are not for customers. Customers please visit https://u.mmem.co/cs.

So, you've gone through the First Steps (you have gone through the First Steps, right? If not, go do them!), but something is still broken? It's time to submit a ticket!

First, organize your thoughts. Just like calling emergency services, if you're not calm and precise, it's just going to take longer to get things resolved and we don't want that!

📋 Information Required for Every Ticket

Regardless of how you open your ticket, please gather the following information first:

The Basics:

• Site name/code: Where are you? What is your site code?

• Contact information: Preferred follow-up details (Name, Email, and/or Phone Number). If you're logged into the portal this is automatically collected.

• Subject: Brief description of the issue.

• Detailed summary of the problem:

  • Can you still print?

  • Can you still sell?

  • When did the issue start?

  • Did something specific cause the issue, that you know of?

  • Is the issue constant or intermittent?

  • Equipment involved: Include Asset Tag #, Make, Model, and Description.

Other Helpful Info:

• A list of troubleshooting actions you have already taken.

• Is a workaround currently in place, or do you need immediate assistance?

🛠️ Methods to Open a Ticket

There are multiple options to open a ticket. Please use them in this order of preference:

🌐 Portal (Preferred)

1. Go to help.magicmemories.com

2. At the top, near the right side, click on Submit a request.

3. Fill out the details requested.

4. Click submit.

We strongly prefer this method for several reasons:

• Accuracy: There is less chance of a miscommunication. The issue is typed out, and the form fields make sure no vital info is left out.

• Automation: This automatically opens a ticket in our tracking system and alerts the team so everyone sees it immediately.

• Access: Include all requested info, even if it's not a required field!

💬 Chat

Chatbot

The chatbot is located at the bottom right corner of our help page. Click on the chat icon and ask it a question.

If you're chatting with the chatbot right now, and you've asked it a question, and the support it offers does not answer your question, all you need to do is select 'No' or 'Chat with a Human'. This will allow you to enter your name, an email (in case you close the chat window) and what type of help you need. Then your chat will turn into a ticket. Stay on this page and we will respond to your chat when possible. If no agents are available, the chatbot will inform you and indicate you will receive a response via the email you provided instead.

LINE

On mobile, Scan the QR code below, or visit this link https://u.mmem.co/line

WhatsApp

On mobile, Scan the QR code below, or visit this link https://u.mmem.co/whatsapp

📧 Email

If you can't use the web form for some reason, you can send an email to support@magicmemories.com. This will automatically open a case in the ticket system.

• Important: Include all the same information requested in the web form. Skipping information just means it's going to take more time, as TechOps has to call/email you back to ask about it instead of jumping right into fixing the problem.

☎️ Call (Major/Site Down Issues Only)

If (and only if) this is a Major or Site Down situation, you can call our support lines:

• Australia: +61 280027444

• Germany: +49 3016636974

• New Zealand: +64 34502170

• Spain: +34 936092818

• United Kingdom: +44 8452873721

• United States: +1 800-637-3686

The menu option for tech support is intentionally not announced; Press option 7, regardless of the country number you call.

Why is calling not preferred?

A phone call requires the TechOps technician who happens to answer the phone to quickly transcribe your issue into a ticket. This can be error-prone and lead to miscommunication. Furthermore, the person who answers may not be the best specialist for your specific issue.

Note: If your primary goal is to talk to someone, the technician handling your ticket will likely call you anyway (since you only call for Major/Site Down issues, right?). But if you want to be double-sure, put "Site Down" in your ticket description or email. If you must call, be prepared with all the required information listed above.

⚠️ Important Rules for Ticket Submission

• Do not open multiple tickets: The options above are mutually exclusive. Please do not submit a portal form, an email, and a phone call for the same issue.

• Do not send "follow-up" tickets: You do not need to send a follow-up email after submitting a portal form. Doing so just opens a duplicate ticket, which clutters the system. Someone will reach out to you if needed.

• Do not follow up via Slack: Please CC your manager or direct report into the ticket and reply directly from the ticket using whichever method you chose. Using Slack disjoints the conversation and makes it incredibly difficult to track who is helping and where the work is taking place. We have automated procedures that ensure unaddressed tickets are escalated appropriately.

🚨 Severity and Guidelines

(Also available at u.mmem.co/severity)

See also: The Boy who Cried Wolf.

These instructions are not for customers. Customers please visit https://u.mmem.co/cs.