Technical Support

 

** For "Resolution Non-Penalty SLOs" Subscriber or equivalent access is mandatory. The Non-Penalty Resolution SLOs do not apply to bugs, enhancements, intermittent/nonreplicable issues and implementation issues. Resolution time is calculated based on date and time resolution was provided by conga minus case created date and time. Achieving resolution SLO is joint responsibility of both the parties Conga and the Customer e.g. Customer to provide required details and access in timely manner and conga to progress in timely manner. For S1 and S2 cases it is required for customers to be available on calls as needed, in absence of which Conga may reduce the case severity).

*** For fast-track support Certified support contact needs to request for it, via assigned engineer. The request needs to be approved by a Conga Technical Support Director. Onboarding needs to be done.

**** >$75,000 minimum support investment for Summit and Base customers to avail "Resolution Non-Penalty SLOs", (Sev 1: 1 Day, Sev 2: 3 business days, Sev 3: 7 business days, Sev 4: 10 business days) and QBR with TS Manager.

 

 

 

 

 

 

Critical Event Planning: Feature that helps customers plan for their critical events like quarter/year end, upgrades or peak time of the year, customer will need to update Conga assigned engineer 4 weeks in advance, Conga will enable special flag so, any cases logged by the customer during this period will be considered priority, Customer can available up to four such critical events in a year each of maximum 7 days

 

Customization: Added functionality to a product that is not OOB.
 

 

Initial Response Target: The time from case creation to case assignments and first response from engineer.
 

 

 

Rapid Response Team: Team of experts who will help you with critical severity 1 and 2 issues.

 

Strategic Team: Assist your assigned engineer to meet speed, skill and scale of your case needs. It is an on-demand team which your assigned engineer will engage as needed e.g. upgrades, critical events, etc.

 

Covers Break-Fix customization/custom code issues, help during implementation (does not cover solution design related needs). e.g. If Customer is implementing a solution via custom code and have specific questions around Conga APIs or errors that is covered, however if the expectation is how to achieve a use case using custom code, that is not in Technical Support scope.

 

 

 

 

Access technical support through the Conga Customer Community at: https://community.conga.com/s/login/ via the technical support chat or contact Customer Success directly at: https://community.conga.com/s/get- help-cs.

Submit a support case at: https://community.conga.com/s/allcaseslistview, review open cases, and search our ever-growing library of knowledge articles at: https://community.conga.com/s/knowledge-base –all designed to help you quickly and accurately solve any technical issues.

All customers may register for general access to the Conga Customer Community here: https://community.conga.com/s/registration.

Access technical support through the Conga Customer Community at: https://community.conga.com/s/login/ via the technical support chat or contact Customer Success directly at: https://community.conga.com/s/get- help-cs.

Submit a support case at: https://community.conga.com/s/allcaseslistview, review open cases, and search our ever-growing library of knowledge articles at: https://community.conga.com/s/knowledge-base –all designed to help you quickly and accurately solve any technical issues.

All customers may register for general access to the Conga Customer Community here: https://community.conga.com/s/registration.

Access technical support through the Conga Customer Community at: https://community.conga.com/s/login/ via the technical support chat or contact Customer Success directly at: https://community.conga.com/s/get- help-cs.

Submit a support case at: https://community.conga.com/s/allcaseslistview, review open cases, and search our ever-growing library of knowledge articles at: https://community.conga.com/s/knowledge-base –all designed to help you quickly and accurately solve any technical issues.

All customers may register for general access to the Conga Customer Community here: https://community.conga.com/s/registration.

Access technical support through the Conga Customer Community at: https://community.conga.com/s/login/ via the technical support chat or contact Customer Success directly at: https://community.conga.com/s/get- help-cs.

Submit a support case at: https://community.conga.com/s/allcaseslistview, review open cases, and search our ever-growing library of knowledge articles at: https://community.conga.com/s/knowledge-base –all designed to help you quickly and accurately solve any technical issues.

All customers may register for general access to the Conga Customer Community here: https://community.conga.com/s/registration.

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.

*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.

Apttus Community: The community provides access to Apttus documentation and resources.

Authorized Conga Support Admin: Designated contacts that receive access to Apttus Install Center, can submit technical support cases, and can add/change community contacts on behalf of the organization.

Break-Fix: OOB product functionality that has been successfully deployed and is no longer working.

Conga Online Self-Service Support: 24x7 Conga Community access to documentation and forums that help provide answers to your questions with the ability to submit cases (Authorized Support Admins Only).

Customization: Added functionality to a product that is not Out-of-Box Functionality.

Customization Support: Break/Fix support of managed packages and customizations within designated guidelines, subject to the Customization Support Policy available for review upon request.

Inbound Phone/Chat Support: Communication channels that provides customers flexible options to reach a live our Technical Support engineers for case submission and assistance.

Initial Response Target: The time from case creation to case assignments and first response from engineer.

Named Support Specialist: An individual that is assigned to a specific customer who supports an average of four Pinnacle customers. The specialist supports the customer during their core business hours to handle and manage all cases for that customer. Outside of business hours, cases received are handled by Pooled Premier Engineers. Cases needing ongoing work will be handed off to the named engineer that will take ownership of the case and is responsible for case resolution.

Out-of-Box Functionality (OOB): Standard features generally available for the Subscription Services.

Pooled Technical Support: A group of agents that are assigned cases based on Support and Severity Level in the order the case is received.

Version Support
 

Conga will provide Break-Fix version updates for software versions released in the twelve (12) months (N-2) preceding the last major version made generally available by Conga.

Every support request is assigned a Severity Level by Conga, with critical production issues prioritized to minimize downtime.

See the severity guide below for details:

Technical Support will troubleshoot, identify a root cause and provide resolution. The time to resolve a case is defined as the time from creation to the time the engineer provides a resolution. For quick and timely resolution, our Technical Support Case Handling Guidelines outlines the case process and responsibilities.

Access technical support through the Conga Customer Community at: https://community.conga.com/s/login/ via the technical support chat or contact Customer Success directly at: https://community.conga.com/s/get-help-cs.
 

Submit a support case at: https://community.conga.com/s/allcaseslistview, review open cases, and search our ever-growing library of knowledge articles at: https://community.conga.com/s/knowledge-base –all designed to help you quickly and accurately solve any technical issues.
 

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.

*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.

Apttus Community: The community provides access to Apttus documentation and resources.

Authorized Conga Support Admin: Designated contacts that receive access to Apttus Install Center, can submit technical support cases, and can add/change community contacts on behalf of the organization.

Break-Fix: OOB product functionality that has been successfully deployed and is no longer working.

Conga Online Self-Service Support: 24x7 Conga Community access to documentation and forums that help provide answers to your questions with the ability to submit cases (Authorized Support Admins Only).

Customization: Added functionality to a product that is not Out-of-Box Functionality.

Customization Support: Break/Fix support of managed packages and customizations within designated guidelines, subject to the Customization Support Policy available for review upon request.

Inbound Phone/Chat Support: Communication channels that provides customers flexible options to reach a live our Technical Support engineers for case submission and assistance.

Initial Response Target: The time from case creation to case assignments and first response from engineer.

Named Support Specialist: An individual that is assigned to a specific customer who supports an average of four Pinnacle customers. The specialist supports the customer during their core business hours to handle and manage all cases for that customer. Outside of business hours, cases received are handled by Pooled Premier Engineers. Cases needing ongoing work will be handed off to the named engineer that will take ownership of the case and is responsible for case resolution.

Out-of-Box Functionality (OOB): Standard features generally available for the Subscription Services.

Pooled Technical Support: A group of agents that are assigned cases based on Support and Severity Level in the order the case is received.

Version Support
 

Conga will provide Break-Fix version updates for software versions released in the twelve (12) months (N-2) preceding the last major version made generally available by Conga.

Every support request is assigned a Severity Level by Conga, with critical production issues prioritized to minimize downtime.

See the severity guide below for details:

Technical Support will troubleshoot, identify a root cause and provide resolution. The time to resolve a case is defined as the time from creation to the time the engineer provides a resolution. For quick and timely resolution, our Technical Support Case Handling Guidelines outlines the case process and responsibilities.

Access technical support through the Conga Customer Community at: https://community.conga.com/s/login/ via the technical support chat or contact Customer Success directly at: https://community.conga.com/s/get-help-cs.
 

Submit a support case at: https://community.conga.com/s/allcaseslistview, review open cases, and search our ever-growing library of knowledge articles at: https://community.conga.com/s/knowledge-base –all designed to help you quickly and accurately solve any technical issues.
 

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.

*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.

Apttus Community: The community provides access to Apttus documentation and resources.

Authorized Conga Support Admin: Designated contacts that receive access to Apttus Install Center, can submit technical support cases, and can add/change community contacts on behalf of the organization.

Break-Fix: OOB product functionality that has been successfully deployed and is no longer working.

Conga Online Self-Service Support: 24x7 Conga Community access to documentation and forums that help provide answers to your questions with the ability to submit cases (Authorized Support Admins Only).

Customization: Added functionality to a product that is not Out-of-Box Functionality.

Customization Support: Break/Fix support of managed packages and customizations within designated guidelines, subject to the Customization Support Policy available for review upon request.

Inbound Phone/Chat Support: Communication channels that provides customers flexible options to reach a live our Technical Support engineers for case submission and assistance.

Initial Response Target: The time from case creation to case assignments and first response from engineer.

Named Support Specialist: An individual that is assigned to a specific customer who supports an average of four Pinnacle customers. The specialist supports the customer during their core business hours to handle and manage all cases for that customer. Outside of business hours, cases received are handled by Pooled Premier Engineers. Cases needing ongoing work will be handed off to the named engineer that will take ownership of the case and is responsible for case resolution.

Out-of-Box Functionality (OOB): Standard features generally available for the Subscription Services.

Pooled Technical Support: A group of agents that are assigned cases based on Support and Severity Level in the order the case is received.

Technical Account Manager (TAM): A solution expert with technical and functional experience who works collaboratively with the customers to strategically help customers realize optimal performance and growth.

Conga will provide Break-Fix version updates for software versions released in the twelve (12) months (N-2) preceding the last major version made generally available by Conga.

Every support request is assigned a Severity Level by Conga, with critical production issues prioritized to minimize downtime.

See the severity guide below for details:

Technical Support will troubleshoot, identify a root cause and provide resolution. The time to resolve a case is defined as the time from creation to the time the engineer provides a resolution. For quick and timely resolution, our Technical Support Case Handling Guidelines outlines the case process and responsibilities.

Access technical support through the Conga Customer Community at: https://community.conga.com/s/login/ via the technical support chat or contact Customer Success directly at: https://community.conga.com/s/get-help-cs.
 

Submit a support case at: https://community.conga.com/s/allcaseslistview, review open cases, and search our ever-growing library of knowledge articles at: https://community.conga.com/s/knowledge-base –all designed to help you quickly and accurately solve any technical issues.
 

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.

*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.

Apttus Community: The community provides access to Apttus documentation and resources.

Authorized Conga Support Admin: Designated contacts that receive access to Apttus Install Center, can submit technical support cases, and can add/change community contacts on behalf of the organization.

Break-Fix: OOB product functionality that has been successfully deployed and is no longer working.

Conga Online Self-Service Support: 24x7 Conga Community access to documentation and forums that help provide answers to your questions with the ability to submit cases (Authorized Support Admins Only).

Customization: Added functionality to a product that is not Out-of-Box Functionality.

Customization Support: Break/Fix support of managed packages and customizations within designated guidelines, subject to the Customization Support Policy available for review upon request.

Inbound Phone/Chat Support: Communication channels that provides customers flexible options to reach a live our Technical Support engineers for case submission and assistance.

Initial Response Target: The time from case creation to case assignments and first response from engineer.

Named Support Specialist: An individual that is assigned to a specific customer who supports an average of four Pinnacle customers. The specialist supports the customer during their core business hours to handle and manage all cases for that customer. Outside of business hours, cases received are handled by Pooled Premier Engineers. Cases needing ongoing work will be handed off to the named engineer that will take ownership of the case and is responsible for case resolution.

Out-of-Box Functionality (OOB): Standard features generally available for the Subscription Services.

Pooled Technical Support: A group of agents that are assigned cases based on Support and Severity Level in the order the case is received.

Technical Account Manager (TAM): A solution expert with technical and functional experience who works collaboratively with the customers to strategically help customers realize optimal performance and growth.

Conga will provide Break-Fix version updates for software versions released in the twelve (12) months (N-2) preceding the last major version made generally available by Conga.

Every support request is assigned a Severity Level by Conga, with critical production issues prioritized to minimize downtime.

See the severity guide below for details:

Technical Support will troubleshoot, identify a root cause and provide resolution. The time to resolve a case is defined as the time from creation to the time the engineer provides a resolution. For quick and timely resolution, our Technical Support Case Handling Guidelines outlines the case process and responsibilities.

If a product bug is identified, our Product Engineering team will validate, test and provide a fix in a future release. Customer must upgrade via the Install Center to receive and apply the fix. Conga recommends applying and testing the fix to a non-production environment prior to moving to production environment to minimize critical impact to users.

Until the integration of Conga and legacy Apttus systems, please use the community portal related to each of your products, as applicable.

Updates and communication will be provided prior to the launch of the new Conga Community.

The authorized Conga Support Admins will be provided with login and contact information. To add additional community knowledge users, please have them register with their company email address on the community home page.

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.

*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.

Apttus Community: The community provides access to Apttus documentation and resources.

Authorized Conga Support Admin: Designated contacts that receive access to Apttus Install Center, can submit technical support cases, and can add/change community contacts on behalf of the organization.

Break-Fix: OOB product functionality that has been successfully deployed and is no longer working.

Conga Online Self-Service Support: 24x7 Conga Community access to documentation and forums that help provide answers to your questions with the ability to submit cases (Authorized Support Admins Only).

Customization: Added functionality to a product that is not Out-of-Box Functionality.

Customization Support: Break/Fix support of managed packages and customizations within designated guidelines, subject to the Customization Support Policy available for review upon request.

Inbound Phone/Chat Support: Communication channels that provides customers flexible options to reach a live our Technical Support engineers for case submission and assistance.

Initial Response Target: The time from case creation to case assignments and first response from engineer.

Named Support Specialist: An individual that is assigned to a specific customer who supports an average of four Pinnacle customers. The specialist supports the customer during their core business hours to handle and manage all cases for that customer. Outside of business hours, cases received are handled by Pooled Premier Engineers. Cases needing ongoing work will be handed off to the named engineer that will take ownership of the case and is responsible for case resolution.

Out-of-Box Functionality (OOB): Standard features generally available for the Subscription Services.

Pooled Technical Support: A group of agents that are assigned cases based on Support and Severity Level in the order the case is received.

Technical Account Manager (TAM): A solution expert with technical and functional experience who works collaboratively with the customers to strategically help customers realize optimal performance and growth.

Conga will provide Break-Fix version updates for software versions released in the twelve (12) months (N-2) preceding the last major version made generally available by Conga.

Every support request is assigned a Severity Level by Conga, with critical production issues prioritized to minimize downtime.

See the severity guide below for details:

Technical Support will troubleshoot, identify a root cause and provide resolution. The time to resolve a case is defined as the time from creation to the time the engineer provides a resolution. For quick and timely resolution, our Technical Support Case Handling Guidelines outlines the case process and responsibilities.

If a product bug is identified, our Product Engineering team will validate, test and provide a fix in a future release. Customer must upgrade via the Install Center to receive and apply the fix. Conga recommends applying and testing the fix to a non-production environment prior to moving to production environment to minimize critical impact to users.

Until the integration of Conga and legacy Apttus systems, please use the community portal related to each of your products, as applicable.

Updates and communication will be provided prior to the launch of the new Conga Community.

The authorized Conga Support Admins will be provided with login and contact information. To add additional community knowledge users, please have them register with their company email address on the community home page.

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.

*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.

Apttus Community: The community provides access to Apttus documentation and resources.

Authorized Conga Support Admin: Designated contacts that receive access to Apttus Install Center, can submit technical support cases, and can add/change community contacts on behalf of the organization.

Break-Fix: OOB product functionality that has been successfully deployed and is no longer working.

Conga Online Self-Service Support: 24x7 Conga Community access to documentation and forums that help provide answers to your questions with the ability to submit cases (Authorized Support Admins Only).

Customization: Added functionality to a product that is not Out-of-Box Functionality.

Customization Support: Break/Fix support of managed packages and customizations within designated guidelines, subject to the Customization Support Policy available for review upon request.

Inbound Phone/Chat Support: Communication channels that provides customers flexible options to reach a live our Technical Support engineers for case submission and assistance.

Initial Response Target: The time from case creation to case assignments and first response from engineer.

Named Support Specialist: An individual that is assigned to a specific customer who supports an average of four Pinnacle customers. The specialist supports the customer during their core business hours to handle and manage all cases for that customer. Outside of business hours, cases received are handled by Pooled Premier Engineers. Cases needing ongoing work will be handed off to the named engineer that will take ownership of the case and is responsible for case resolution.

Out-of-Box Functionality (OOB): Standard features generally available for the Subscription Services.

Pooled Technical Support: A group of agents that are assigned cases based on Support and Severity Level in the order the case is received.

Technical Account Manager (TAM): A solution expert with technical and functional experience who works collaboratively with the customers to strategically help customers realize optimal performance and growth.

Conga will provide Break-Fix version updates for software versions released in the twelve (12) months (N-2) preceding the last major version made generally available by Conga.

Every support request is assigned a Severity Level by Conga, with critical production issues prioritized to minimize downtime.

See the severity guide below for details:

Technical Support will troubleshoot, identify a root cause and provide resolution. The time to resolve a case is defined as the time from creation to the time the engineer provides a resolution. For quick and timely resolution, our Technical Support Case Handling Guidelines outlines the case process and responsibilities.

If a product bug is identified, our Product Engineering team will validate, test and provide a fix in a future release. Customer must upgrade via the Install Center to receive and apply the fix. Conga recommends applying and testing the fix to a non-production environment prior to moving to production environment to minimize critical impact to users.

Until the integration of Conga and legacy Apttus systems, please use the community portal related to each of your products, as applicable.

Updates and communication will be provided prior to the launch of the new Conga Community.

The authorized Conga Support Admins will be provided with login and contact information. To add additional community knowledge users, please have them register with their company email address on the community home page.

Apttus offers two premier technical support plans, Premier and Premier Plus, as well as basic, Standard support.

 

Customers should select a support plan based on the desired availability and response time, solution complexity, Apttus expertise and required individual customer engagement.

 

*Additional Authorized Support Contacts may be purchased for an additional fee.

 

AMS: Application Managed Services provides proactive ongoing maintenance and enhancement of Apttus application.

Apttus Community: The community provides access to Apttus documentation and resources.

Authorized Support Contacts: Designated contacts that receive access to Apttus Install Center and can submit technical support cases and add/change community contacts on behalf of the organization.

Break/Fix: Apttus functionality that has been successfully deployed and is no longer working.

Customization: Added functionality to a product that is not a standard feature (i.e. “out-of-the-box”) of that product.

Customization Support: Break/Fix support of managed packages and Customization within designated guidelines, subject to the Customization Support Policy available for review upon request.

Inbound Phone/Chat Support: Communication channels that provide Premier and Premier Plus customers flexible options to reach our Technical Support engineers for assistance.

Initial Response Target: The time from case creation to case assignments and first response from engineer.

Named Premier Engineer: An individual that is assigned to a specific customer who supports an average of four Premier Plus customers. The engineer supports the customer during their core business hours to handle and manage all cases for that customer. Outside of business hours, cases received are handled by Pooled Premier Engineers. Cases needing ongoing work will be handed off to the named engineer that will take ownership of the case and is responsible for case resolution.

Online Support: 24x7 Apttus Community access to documentation and forums that help provide answers to your questions with the ability to submit cases (Authorized Support Contacts Only).

Pooled Engineer: A group of engineers that are assigned cases based on Support Level and Severity in the order the case is received.

TAM: A Technical Account Manager (TAM) is a solution expert with years of deep technical and functional experience who works collaboratively with customers after implementation to strategically help customers realize optimal performance and growth.

 

Apttus will provide Break/Fix version updates for Apttus software versions released in the twelve (12) months (N-2) preceding the last major version made generally available by Apttus.

 

Every support request is assigned a Severity Level by Apttus, with critical production issues prioritized to minimize downtime.

See the severity guide below for details:

 

Technical Support will troubleshoot, identify a root cause and provide resolution. The time to resolve a case is defined as the time from creation to the time the engineer provides a resolution. For quick and timely resolution, our Technical Support Case Handling Guidelines outlines the case process and responsibilities.

 

If a product bug is identified, our Product Engineering team will validate, test and provide a fix in a future release. Customer must upgrade via the Install Center to receive and apply the fix. Apttus recommends applying and testing the fix to a non-production environment prior to moving to production environment in order to minimize critical impact to Users.

 

Please refer to the Apttus Community Portal at community.apttus.com. The Authorized Support Contacts of customer will be provided with logins and contact information. To add additional community knowledge users, please have them register with their company email address on the community home page.

 

 

Version Support:

Case Severity Definitions:

Escalation Channels:

Contact Apttus Support:

 

 

Version Support:

Case Severity Definitions:

Escalation Channels:

Contact Apttus Support:

 

 

Version Support:

Case Severity Definitions:

Escalation Channels:

Contact Apttus Support: