Simpplr Support Overview

Overview

Focused on rapid response and resolution, Simpplr Support leverages deep product expertise, proactive sentiment monitoring, and advanced AI-driven tools to minimize disruptions and enhance customer satisfaction. Through a customer-centric approach and enterprise-grade support structure, the team ensures that organizations can rely on Simpplr as the backbone of their internal communications.

Support availability

Simpplr Support operates on a Follow-the-Sun model, providing 24x7x365 (P1) global technical assistance to our Premium Support customers, and 8x5 assistance for our Standard Support customers to ensure seamless intranet experiences for customers. With service centers across the US and APAC, the team delivers round-the-clock support for critical issues and extended weekday coverage for all other inquiries.

Hours of operation

Standard support (Included with all subscriptions)

• 8×5 coverage, Monday–Friday

• Coverage aligned to regional business hours (AMER, EMEA, APAC)

• Applies to P3 and P4 cases, and standard processing of P2 cases

• Not intended for mission-critical or after-hours operational needs

Premium support

• 24×7 coverage for P1 and P2 incidents only

• 8×5 regional coverage for P3 and P4 cases

• Priority routing to senior engineers

• Accelerated SLAs (see updated SLA table below)

Holidays

Simpplr prioritizes critical support for issues year-round. However, we have several US holidays built into our support hours. During all holidays, we operate with a skeleton crew so that all critical business requirements are met. 

Observed holidays: 

• New Year's Day

• Martin Luther King Day

• Presidents Day

• Memorial Day

• Independence Day

• Labor Day

• Thanksgiving

• Black Friday

• Christmas Eve

• Christmas Day

• New Year's Day

Escalation, reporting critical issues and status page

How to escalate an existing ticket

Escalations help ensure the right level of attention is applied when circumstances change. If you have already submitted a ticket but you feel it needs to change in priority, or you would like leadership visibility, please type the words "escalate me" in a response to the ticket. Support leadership will be notified and respond accordingly.

When requesting an escalation, please share any updates to business impact, affected users, deadlines, or customer priorities so our team can review and respond accordingly.

Please follow our Status page for major outage and service degradation information: https://simpplrstatus.statuspage.io/

Ticket handling and priority

When you submit a request to the Simpplr Support queue, it is filed by our Support team according to number of requests in the Queue, Issue type, Priority and Service Level Agreement. 

Your issue type will help us process the order and priority of your case. This helps ensure cases are responded to in a timely and efficient manner. Please make sure you are choosing the correct "Product Area" in the support form when you file a ticket to get the proper prioritization. If you don't think the priority is correct, please type "escalate me" in the ticket to alert the support leadership team. 

Priority is the assessed possible risk or effect of an incident/issue on client's business operations. Your SLA Response time will be defined in your MSA, which is how fast we will reply to you throughout the entirety of the support request. The graph below will help you understand how tickets are responded to in regard to their priority: