With Premium Support, you get a named Customer Success Manager (CSM) who serves as your 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, ready to respond to any questions or needs your team may have. We encourage you to leverage your dedicated CSM to design new use cases, discuss adoption trends and constantly improve the user experience. The CSM team have an average of 15 years of experience and can provide guidance around best practices and even hands-on trainings — they are there to make sure your goals are met.
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 is also available by email by contacting support@socialtext.com.
The following resources will help you get started and answer any basic set up questions you may have:
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 |
Learn how Blue Man Group uses Socialtext to foster creativity among its 500 employees, how groups are working better and more effectively together and why they’ve seen an over 80% adoption rate since implementation.
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.