This article explains how Stampede Support operates, including our working hours, ticket priorities, response times, and scope of service.
About Stampede Support
Stampede Support is available to all customers with an active Stampede subscription.
Our team is here to help with product-related queries, troubleshooting, and technical issues across all Stampede features including Wi-Fi, Marketing, Bookings, and Loyalty.
If you don’t currently have a Stampede subscription no problem! We’d be happy to guide you through how Stampede works and help you get started.
Support Hours
Our team is available during UK business hours:
🕘 Monday – Sunday: 9:00am – 5:30pm (GMT)
We’re closed on UK bank holidays (these will always be communicated in advance) and during any planned maintenance windows.
Messages and tickets received outside of business hours will be reviewed the next working day.
How to Contact Support
You can reach the Stampede Support Team through the following channels:
| Channel | Description |
|---|---|
| Send your query to support@stampede.ai | |
| Help Centre | Submit or track requests via our online support portal |
| Live Chat | Available during business hours for real-time assistance |
| Call | Give us a ring on 0131 608 0615 our average answer time is around 30 seconds |
Types of Support Requests
Support requests are grouped into three main categories:
| Type | Description |
|---|---|
| Product Support | Need help using Stampede’s features, setting up campaigns, or understanding your reports? Our platform support team has you covered. |
| General Enquiries | If your message doesn’t quite fit into sales or support, that’s okay! Send it through our general enquiry form and we’ll make sure it reaches the right person. |
| Incident | Something not working as expected or service temporarily unavailable? Log it with us and we’ll get right on it. |
Response & Resolution Targets
We aim to respond to your initial request within one hour during business hours.
Our usual target resolution time is up to three business days, depending on the complexity of the issue.
If your request requires further investigation, input from other teams, or third-party development, resolution times may take longer.
In these cases, we’ll keep you updated on progress and provide an estimated timeframe for completion.
Service Scope
Stampede Support is here to help you get the most out of your products and services. Below is a clear outline of what falls under our responsibility and where your IT provider or venue network team may need to step in.
What Stampede Supports
We handle everything that sits within the Stampede platform and guest-facing experience, including:
Access and use of all Stampede products and features
Troubleshooting platform or integration issues
Guidance on configuration and best practices
Managing and communicating any Stampede service disruptions
Feedback
Once your support ticket has been resolved, you’ll receive a short feedback request.
We’d love to hear from you your thoughts help us understand what’s working well and where we can improve.
Every bit of feedback, big or small, helps us continue to make Stampede Support even better for you.
Need Help Fast?
You’ll find step-by-step guides, walkthroughs, and FAQs in our Knowledge Base, covering all things Stampede. Else give us a call or email and we will be happy to help.