Support Channels
Customers can reach support by email at aladdindigitalads@gmail.com and through the in-product help channels of each Aladdin platform.
Expected Response Times
We aim to acknowledge enquiries within 1 business day and provide an initial resolution or update within 3 business days, depending on complexity.
Complaint Escalation
If an issue is not resolved to your satisfaction, you may request escalation to a senior member of the team by replying to the support thread.
Information to Provide
To help us resolve issues quickly, please include your name, organisation, product, a clear description of the issue and any relevant screenshots or references.
Resolution Process
We triage, investigate and communicate updates until the issue is resolved. Some enterprise engagements have dedicated SLAs defined in the applicable agreement.