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We provide two types of support to meet the needs and budget of every organization. With the premium support package, a dedicated Customer Success Manager supports both administrators and end users.

Premium Support

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.

Standard Support

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

Support hours are 6:00am to 6:00pm Pacific Time, Monday through Friday, exclusive of the following holidays:

  • New Year's Day
  • President's Day
  • Nationally recognized day of Good Friday
  • Labor Day
  • Christmas Day

Support Response Times

Severity Premium Standard
Priority 1
Terminates user experience or access
4 hours
Next business day
Priority 2
Major feature broken, but user experience can continue
1 business day
2 business days
Priority 3
Issues that hinders, but does not prevent full usability
2 business days
2 business days
Priority 4
Annoyance or aesthetic issue
Future Consideration
Future Consideration

Contact Support

You may contact Socialtext Support by submitting an online support request below.

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6 Steps to Drive Social Software Adoption

Free Whitepaper

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.

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