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