Support
Our Support Team¶
Our team consists of Cash IM practitioners with extensive experience in Cash and Voucher Assistance (CVA) programs, as well as experts in software, data and digital solutions. Most of our team members have been deployed to support global humanitarian aid operations, working within the Red Cross Red Crescent Movement and other international NGOs. We bring expertise in preparedness, localization, disaster response, and emergency crisis management.
How to Contact Support¶
For general support inquiries, your first point of contact is always your Account Manager. If further technical assistance is required, the issue will be smoothly escalated to the appropriate team.
Submit Requests to:
support@121.global
To ensure efficient communication, please copy our support team on all requests. This ensures your request is properly tracked and resolved by the right team members.
Support Hours: 🕐 Monday to Friday, 8:00 AM – 6:00 PM CET.
Your Account Manager remains your main contact for all request updates and inquiries.
Urgent Technical Issues¶
For urgent issues requiring immediate attention, you can reach out to us directly via instant communication channels:
- Microsoft Teams
Or any other agreed-upon instant messaging tools. These channels are for critical situations where fast troubleshooting is necessary.
Escalation Process¶
We operate a structured support system to ensure that every issue is handled by the appropriate team.
| Level | Point of Contact | Type of Support |
|---|---|---|
| Level 1 | First Line Support (Account Manager) | - Basic troubleshooting - Program settings - Configuration issues - Login issues - Explaining platform features (e.g., program settings, adding users, editing profiles, exporting reports) - Collecting information to escalate complex issues |
| Level 2 | Information Manager (CVA IM) | - Escalation from Level 1 - IM support (e.g., database updates) - Power BI support - Escalation to Level 3 |
| Level 3 | Development Team | - Escalation from Level 2 - Bug fixes and advanced troubleshooting |
Response Time Expectations¶
We aim to resolve issues swiftly, based on the urgency of the situation.
| Category | Response Time | Target Resolution Time | Description |
|---|---|---|---|
| Critical | 15 minutes | 2 hours | Service unusable: unable to access the 121 platform |
| High | 1 hour | 4 hours | Service severely impaired: unable to send payments |
| Medium | 2 hours | 12 hours | Service partially impaired: issues with sending SMS |
| Low | 3 hours | In consultation with client | Service usable but with minor issues |
After-Hours Support¶
If you contact your Account Manager outside of regular business hours, your request will be forwarded to our support team at support@121.global and shared in our internal support alert system to ensure timely follow-up.
Our Commitment to You¶
We aim at providing:
- Personalized support tailored to your needs
- Clear communication with easy access to our team
- Fast resolution of issues to minimize disruption Your feedback is important to us. If you have suggestions or need to discuss the support provided, we’re always open to hearing from you and improving your experience.
Need further assistance? Contact your dedicated Account Manager or reach our support team via email.