North America Apps Only
This documentation is applicable exclusively to North America. If your app is not being distributed in North America, please contact Partner_Mgmt@sky.uk
Procedures for inquiries to your Customer Service team
Handling inquiries from a customer regarding your app:
Except where specifically described otherwise in these procedures, your customer service agents are responsible for handling all questions relating to your app, including those related to:
Account credentials for your app, including password reset inquiries
Entitlements on platforms other than Comcast devices
Service entitlements on the platform
Billing inquiries for customers not billed by Comcast
The products and services available via your app, and the associated user experience
Errors codes generated from your app
App support for non-Comcast devices
For inquiries related to a customer’s Xfinity service and/or Xfinity platforms, your Customer Service agents should refer customers to Comcast at 1-800-COMCAST.
If your app uses Comcast’s integrated billing, for customers inquiries relating to any Comcast invoice or charge your customer service agents should refer such inquiries to Comcast at 1-800-COMCAST.
Procedures for you to contact Comcast with Customer Care questions
For escalations to the Comcast customer service team, submit a ticket at our Zendesk Help Center.
Your Care team lead should use this email to contact Comcast’s customer service team for the following situations:
Recurring issues that are not resolved by the procedures for handling customer inquiries that are noted in this document
Clarifications regarding the existing customer service procedures
Comcast Interactive Troubleshooting Guide
An Interactive Troubleshooting Guide (ITG) allows Comcast customer service agents to provide technical support for common issues or errors. Prior to your app being deployed on the platform you will need to provide Comcast with the specific information requested by your partner manager to allow Comcast to create an ITG for your app.
Your contact information
Prior to starting development on your app, you must provide the contact info for your customer care team as described by your partner manager to allow Comcast to address incidents relating to your app that require Comcast to reach out to your team members.