Support 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
- 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
Critical Issues + Escalation + Statuspage
Note: For system critical issues (Priority 1/Urgent) that require immediate assistance, you can call +1-877-750-8330. Please include your email address in the voicemail, as a ticket will be created based on the call. Voicemail tickets are automatically created as Critical.
How to escalate an existing ticket:
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.
Also follow our Statuspage for major outages and service degradation: https://simpplrstatus.statuspage.io/
Ticket Handling + 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:
| Priority | Definition | Example | Standard Support SLA | Premium Support SLA |
| 1 (Urgent) | Critical issue resulting in a complete system outage or major application failure, preventing a critical business process that has immediate financial impact or impact to data integrity. There is no workaround available. | System-wide outage on a production instance. All users unable to log in. Critical failure of SSO with no workaround. | 4 Business Hours | 1 Hour (24x7) |
| 2 (High) | Serious issue preventing execution of a critical business process, causing disruption of a major business function. Major functionality is severely impaired. Serious impact on daily functions or processing and there is no acceptable workaround. | Site, page, or newsletter failure. Performance degradation, email notifications failing, basic provisioning or SSO issues. |
8 Business Hours | 4 Hours (24x7) |
| 3 (Normal) | Issue that does not prevent the execution of a critical business process and does not impact data integrity. The problem may be circumvented using an available workaround. | Feed, user data, analytics, general settings, Salesforce administration, or integration issues. | 24 Business Hours | 12 Business Hours |
| 4 (Low) | An inquiry and/or low system/business process impact issue. Examples include cosmetic defects on screens, errors in documentation, or question/how-to type requests. | General product inquiry such as clarification on a knowledge base article. Feature request. Documentation update requests. | 5 Business Day | 1 Business Day |
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