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. 

Standard or premium, choose the level of support needed for your success.

  Basic  Standard Premium Elite
Conga Community self-service support portal     ✔     ✔     ✔     ✔    
Conga University online learning     ✔     ✔     ✔     ✔    
Priority case routing       ✔     ✔     ✔    
Named Technical Support Manager (TSM)           ✔    
Global technical support - web, phone, chat       24x5 unlimited 24/7 unlimited 24/7
Accelerated SLAs (response time)    

4 business hours for S1

2 business hours for S1     1 hour for S1     45 minutes*
 

* Accelerated SLAs (TSM response times)

  • weekdays during business hours (Monday – Friday; 7am – 7pm US time): 45 minutes response time
  • weekdays after hours (Monday – Friday; 7pm – 7am) and weekends (7pm Friday– 7 am Monday): 4 hours response time

**call for pricing

Note: all product purchases include a basic customer support package consisting of self-service support portal, web, and phone case submission, Conga University online learning, and live chat support.

 

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 featured that is listed as a Tier 1 function in the Product Specifications. 4 business hours 2 business hours 1 business 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