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 Conga here or for Apttus 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-Service Base Summit Pinnacle

 

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 6 pm to Friday 6 pm MST) 
  • 24/7 online case submission and management 
  • 24/5 inbound phone/chat support (Sun 6 pm to Friday 6 pm MST) 
  • 24/7 online case submission and management 
  • 24/5 inbound phone/chat support (Sun 6 pm to Friday 6 pm MST) 

Weekend Support

NA

NA
  • Severity 1 Case Support (available customer admin required) 
  • Severity 1 Case Support (available customer 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 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.

 

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