Platform InstallationReference
AWS deployment and support guide
This page sets out the installation timeline, what to include when you contact support, and the standard support response targets for a Personalisation Hub deployment.
Installation timeline
End to end, installation takes about 1.2 hours, most of it unattended.
| Stage | Duration | Article |
|---|---|---|
| Stack creation | About 4 minutes | Step 1 — Deploy the platform through AWS Marketplace |
| Platform credentials (Master Admin account) | About 2 minutes | Step 2 — Run the Installation Wizard |
| Platform installation | About 1 hour; the Master Admin receives an email when it completes | Step 2 — Run the Installation Wizard |
| DNS set-up | About 2 minutes, plus propagation | Step 3 — Set up DNS after installation |
| Platform set-up and customisation | About 5 minutes | Step 4 — First login and platform set-up |
Getting support
| Item | Description |
|---|---|
| Contact | Email support@personalisationhub.com |
| Covers | Deployment errors, quota issues, configuration guidance and platform enquiries |
| Include | Your AWS Account ID; the CloudFormation Stack ID (if available); the deployment Region; a description of the issue, with steps to reproduce where possible |
Standard support targets
Response and resolution targets depend on incident severity. The service target is the proportion of incidents met within these times.
| Severity | Example | Initial response | Diagnostic | Resolution | Service target |
|---|---|---|---|---|---|
| P1 (Urgent) | Platform API inaccessible | 4 business hours | 6 hours | 1 day | 90% |
| P2 (High) | Campaign or playback issues | 4 business hours | 6 hours | 3 days | 90% |
| P3 (Low) | Table loading speed | 4 business hours | 8 hours | 5 days | 90% |
| P4 (Minor) | HTML formatting | 4 business hours | 8 hours | 7 days | 90% |
Enhanced support
Enterprise customers can agree a custom support agreement case by case. Contact support@personalisationhub.com.
Related
Last updated 17 September 2026
