support

Support where and how you need it.

All Conga subscriptions include a basic support plan that provides easy access to resources and highly skilled technical support to get answers quickly. 

Conga offers a variety of support plans, as described below.

Customer should select a support plan based on the desired availability, response time, solution complexity, and support engagement

  Self-Service Base Summit Pinnacle

Support Plan Pricing

Included in the price of subscription

Available for an additional fee

    

Available for an additional fee

Available for an additional fee

Conga Online Self-Service Support

(Unlimited Knowledge Users)

   
  • Product doc & Conga video library
  • Knowledge base & known issues
  • Ask-a-question & customer forums
  • Product doc & Conga video library
  • Knowledge base & known issues
  • Ask-a-question & customer forums
  • Product doc & Conga video library
  • Knowledge base & known issues
  • Ask-a-question & customer forums
  • Product doc & Conga video library
  • Knowledge base & known issues
  • Ask-a-question & customer forums

Conga Support Admins* (access to submit cases)

1 2 5     10

Conga Case Initial Response Target

Sev 1-4: 2 business days

Sev 1: 4 hours

Sev 2-4: 1 business day

Sev 1: 2  hours

Sev 2: 3 hours

Sev 3-4: 6 hours

Sev 1: 1 hour

Sev 2: 2 hours

Sev 3-4: 4 hours

Case Submission

Online case submission and management

24/7 online case submission and management

24/5 Inbound Phone/Chat Support (Sun 6pm to Friday 6pm MST)

24/7 online case submission and management

24/5 Inbound Phone/Chat Support (Sun 6pm to Friday 6pm MST)

24/7 online case submission and management

24/5 Inbound Phone/Chat Support (Sun 6pm to Friday 6pm MST)

Weekend Support

NA

NA

Sev 1 online case submission

Sev 1 Case Support

Ongoing critical case handoff (avail. support admin required)

Phone support

Support Resources

Pooled Technical Support

Pooled Technical Support

Pooled Technical Support

24/7 Pooled Technical Support

Shared Named Support Specialist (Customer Business Hours)**

Support Scope

Break-Fix Out-of-Box Functionality

Break-Fix Out-of-Box Functionality Break-Fix Out-of-Box Functionality

Break-Fix OOB and Customization Support

Customization Support not to exceed: Conga API supported up to 300 lines per case

Conga callbacks supported up to 2000 lines per case

Ongoing Case Update

NA

Sev 1-2: 1 per week

Sev 1: 1 business day Sev 2-4: 1 per week

Sev 1: 1 per day
Sev 2-4: 2 business days

Escalation Path

NA

Escalation button available:

  • Sev 1: Immediately
  • Sev 2-4: after 5 business days

1 escalation open at a time

Escalation button available:

  • Sev 1: Immediately
  • Sev 2-4: after 5 business days

Escalation button available:

  • Sev 1: Immediately
  • Sev 2-4: 1 business day

After Escalation Button:

  • Level 1: Director Escalation
  • Level 2: Escalation Manager
  • Level 3: VP Technical Support

Technical Account Manager

NA NA NA

Available for an additional fee

*Additional Conga Support Admins may be purchased for an additional fee.

**Shared Named Support Specialist is reserved for Level 3 customers paying a minimum of $100,000 support fees per year.

 

What are the SLA support parameters?

Severity Definition Basic Standard Premium
S1 - Critical

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

4 business hours 2 business hours 1 business hour
S2 - 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.

8 business hours 3 business hours 2 business hours
S3 - High

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

16 business hours 6 business hours 4 business hours
S4 - Medium

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

16 business hours 6 business hours 4 business hours