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FAQs

Conga Community 

Everything you need to know about the new Conga Community

Customer Community FAQs

General FAQs

  • Will my support level entitlements change?

    No. You’ll continue to receive the same support and entitlements as you do today. At time of renewal, you will be able to select one of our new options.  

  • I don’t see the web form anymore, where can I find it?

    Customers are being directed to the Conga Customer Community where they will be able to file and manage cases. Please bookmark this page and visit the customer community frequently and engage with product specialists and other revenue/contract operations professionals.  

  • Can I send an email to open a case?

    No. To enhance the customer experience and ensure that we get all the necessary information to successfully resolve the concern, all cases will be submitted via the Customer Community.  In order to submit a case, you must be a designated admin or support contact for your company.   

  • When submitting a case, I don’t see severities P0-P4, how do I know which severity to use?

    We are moving to an industry best practice of severities. The following is a suggested mapping to help you select the right one: 

    Priority Severity
    P0 Sev 1
    P1/P2 Sev 2
    P3 Sev 3
    P4 Sev 4

    Level 1 – Critical: Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.

    Level 2 – Urgent: Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. Also includes time-sensitive requests such as requests for feature activation or a data export.

    Level 3 – High: System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.

    Level 4 – Medium: Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. 

  • Does everyone have access to file cases?

    Conga admins or support contacts will have ability to file cases on behalf of your organization. If you’re not one of these users, please reach out internally to your contact. 

  • What are case collaborators?

    They're colleagues like an admin or support contact who can add to a case, so they get they updates at the same time as the case contact. They're also able to respond to emails and provide details to assist in getting cases resolved quickly. 

  • Will I be able to see my previous cases?

    Yes. All cases will be moved to the new Conga Customer Community. You’ll be able to see cases you and your colleagues submit on behalf of your organization. View your cases here. Once logged in, you can also select from the main menu: Support > Cases.

  • If I have ideas for product enhancements, can I submit those in the community?

    Yes! We value our customers’ feedback, and as part of the product enhancement process you can submit those ideas within our Customer Community.

  • If I need help, but it is not a technical support issue, who do I contact?

    Our team of experienced experts are here to help you with any questions you have. At the bottom of each Customer Community page is a help button—our Customer Success team is just a click away. 

    Open the get help wizard directly by logging in and then pasting this link into your browser: https://community.conga.com/s/get-help.

  • What should I do if I'm having trouble logging a support case?

    If you are having difficulty logging a case, please call us toll-free at 866-502-3334.

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