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.  You can also view the legacy support agreements for here.

Conga offers a variety of support plans, as described below

Customers should select a support plan based on desired availability and response time, solution complexity, and required support engagement.

 Self-ServiceBaseSummitPinnacle
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)22510
Conga Case Initial Response TargetSev 1-4: 2 business days

Sev 1: 4 business hours

Sev 2-4: 1 business day

Sev 1: 2  hours

Sev 2: 3 business hours

Sev 3-4: 6 business hours

Sev 1: 1 hour

Sev 2: 2 business hours

Sev 3-4: 4 business hours

Weekend SupportNANASeverity 1 Case Support (available customer admin required) 
  • Severity 1 Case Support (available customer admin required) 
     
  • Phone support 
Support ResourcesPooled Technical SupportPooled Technical Support24/7 pooled technical support 
  • 24/7 pooled technical support 
  • Shared named support specialist (Customer business hours)** 
Support ScopeBreak-Fix Out-of-Box FunctionalityBreak-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 
Escalation PathNA

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 1 business day

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

*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.

SeverityDefinition
S1 - CriticalCritical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.
S2 - UrgentMajor 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.
S3 - High    System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.
S4 - Medium    Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users.