What are the SLA support parameters?
| Severity | Definition | Basic | Standard | Premium |
|---|---|---|---|---|
| S1 | The Service is not available for use, including the failure of any documented feature that listed as a Tier 1 function in the Product Specifications. | 4 business hours | 2 business hours | 1 hour |
| S2 | A documented feature is not available but does not prevent the use of a Tier 1 function in the Product Specifications. | 8 business hours | 3 business hours | 2 business hours |
| S3 | A documented feature is impaired but does not prevent the use of a Tier 1 function in the Product Specifications. | 16 business hours | 6 business hours | 4 business hours |
| S4 | A level 4 issue is a general usage question or issue that may be cosmetic in nature or documentation related. Conga software works without any functional limitation. | 16 business hours | 6 business hours | 4 business hours |
What if I already have an open case?
Check the status or review your open case at any time through our Conga Community Portal.
How can I get help after hours, or on holidays and weekends?
- Support outside of regular business hours is dependent upon your support package.
- After hours, Standard and Premium Support customers receive an answer within their SLA timeframe. Basic Support customers receive an answer the following business day.
- On holidays and weekends, Premium Support customers receive an answer within the documented SLA. Only cases submitted by phone will be addressed per the SLA. Standard and Basic Support customers receive an answer the following business day.
What level of support is covered?
Covered:
- Solution implementation assistance (how-tos)
- Troubleshooting
- Questions about Conga products
Not covered:
- Partner applications (Salesforce, DocuSign, etc.)
- Undocumented features or functionalities
- JavaScript, APEX, etc.
- Enhancement requests
What if I’m not satisfied with the level of service provided?
Your satisfaction is important to us! If at any time, you feel you are not receiving a level of service that meets your expectations, you may ask for Conga Customer Support Management to contact you. We are committed to delivering 5-star value, which includes excellent quality of support and customer satisfaction. Every request related to your satisfaction receives our direct attention.
