With Premium Support, you get a named Customer Success Manager (CSM) who serves as your dedicated ongoing point of contact. Your CSM will coach you through a hands-on implementation process to ensure you have a successful launch and the fastest user adoption.
Your Customer Success Manager serves as your dedicated point of contact, available during support hours to answer any questions or needs you might have. We encourage you to leverage your dedicated CSM to support your internal users as well. Your CSM is equipped to answer user questions directly and give users coaching on how to best leverage new features. This direct user support gives you a way to augment other types of training.
With premium support you also get an emergency 24x7 support hotline to use for any priority 1 issues.
With standard support, our support staff answers inquiries during support hours. Our support team is made up of highly trained engineers who are equipped to deal with technical product questions and issues.
Support hours are 6:00am to 6:00pm Pacific Time, Monday through Friday, exclusive of the following holidays:
| Severity | Premium | Standard |
|---|---|---|
Priority 1Terminates user experience or access |
4 hours |
Next business day |
Priority 2Major feature broken, but user experience can continue |
1 business day |
2 business days |
Priority 3Issues that hinders, but does not prevent full usability |
2 business days |
2 business days |
Priority 4Annoyance or aesthetic issue |
Future Consideration |
Future Consideration |
You may contact Socialtext Support by submitting an online support request below.
This paper will help you drive the adoption of a social software solution in your company. It shares Socialtext's own carefully planned roll-out process for our social software, which incorporates our learnings of over 5 years and 6,500 customers.