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Customer Support

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 your site administrators.

Premium Support

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.

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 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

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
  • Thanksgiving 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

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