Note: 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 X1 App:

• Except where specifically described otherwise in these procedures, your customer service agents are responsible for handling all questions relating to your X1 App, including those related to:

  • Account credentials for your X1 App, including password reset

  • Entitlements on platforms other than Comcast devices

  • Service entitlements on the X1 Platform

  • Billing inquiries for customers not billed by Comcast

  • The products and services available via your X1 App, and the associated user experience

  • Errors codes generated from your X1 App

  • App support for non-Comcast devices

• For inquiries related to a customer’s Xfinity service and/or Xfinity X1 Platforms, your Customer Service agents should refer customers to Comcast at 1-800-COMCAST.

• If your X1 App uses Comcast 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, send an email to x1app_support@comcast.com.

• 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 X1 App being deployed on the X1 Platform you will need to provide Comcast with the specific information described in the Deliverables and Certification Requirements to allow Comcast to create an ITG for your X1 App.

Your Contact Information

Prior to starting development on your X1 App, you must provide the contact info for your customer care team as described in the Deliverables and Certification Requirements to allow Comcast to address incidents relating to your X1 App that require Comcast to reach out to your team members.