CUSTOMER SUPPORT

Personalized Technical Assistance and Guidance to Help you Remove Barriers to Success

Download Data Sheet

Conga’s 5 star Customer Support organization is committed to your success. All Conga subscriptions include a level of support that provides easy access to our enterprise-grade resources, highly skilled technical support and on-boarding services to get answers quickly. For those with more demanding support requirements, we also offer preferred support services that include accelerated servicelevel response and preferred access to technical resources. No matter how complex your use case, Conga is at the ready to provide consultative and technical expertise to help you accelerate your implementation and value of Conga solutions.

BASICEnhancedPremium
INCLUDED$$$
24 x 7 Support Portal Access
24 x 7 Web Case Submission
24 x 7 Phone Case Submission
24 x 7 Conga University Access
Live Chat Support
24x5 Global Technical Support
Priority Case Routing
Accelerated SLAs
24x7 Global Technical Support

SUPPORT FEATURES:

24 x7 Support Portal Access:

On-demand access to Conga’s online Support Portal for access resources including documentation, videos, knowledge base & more.

Live Chat Support:

Live chat session with Conga support and we’ll answer your questions, point you to detailed support resources, or open a support case.

Web Case Submission:

Log cases in Conga’s online Support portal and requests will be routed to the appropriate support team member within SLAs.

24 X 7 Global Phone Support:

Coverage by phone 24 hours/day, 7 days/ week for response within SLAs.

Conga University:

Leverage your Conga solutions with unlimited access to our online learning training, tutorials and optimization courses.

Priority Case Routing:

Ensure cases are routed to the top of the queue for faster engagement and resolution.

Phone Case Submission:

Log cases while on the phone with support team members to ensure questions are fully resolved.

Accelerated SLAs:

Get preferred access to support to speed up response and resolution times.

“The service I have received from Conga has been absolutely fantastic and this combined with
the power of their product, is something to behold. My needs were quite complex. I wanted
to automate a lot of form generation straight through to and including email merging, across
a range of data sets and legal and corporate structures. Conga’s technical team not only
provided me with tremendous support, but they problem-solved and customized solutions to
get the outcomes I was seeking.“

Gavin Kelly
Director, Financial Services Industry

SERVICE LEVEL AGREEMENTS (SLA): INITIAL RESPONSE

SEVERITYBASICENHANCEDPREMIUM
S14 hours2 hour1 hour
S28 hours3 hours2 hours
S38 hours6 hours4 hours
S48 hours6 hours4 hours

SEVERITYDESCRIPTION
Severity 1 (S1)A severity one (S1) issue is a catastrophic production problem within Conga software that severely impacts the customer’s production solutions or in which customer’s production solutions are down or not functioning and all customer configuration issues have been ruled out; there is a loss of production functionality and no work-around exists.
Severity 2 (S2)A severity two (S2) issue is a problem within the Conga software where the customer’s solutions are functioning but in a severely reduced capacity. The situation is causing significant impact to portions of the customer’s business operations and productivity. The system is exposed to potential loss or interruption of service. There may be a non-ideal work-around for the issue. Issues existing in a nonproduction environment that would otherwise qualify as a severity one (S1) issue qualify as a severity two (2) issue.
Severity 3 (S3)A severity three (S3) issue is a medium-to-low impact problem that involves partial, non-critical functionality loss. The issue impairs some operations but allows the customer to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the customer’s operation and issues in which there is an easy circumvention or avoidance by the end user. There is a generally acceptable work-around.
Severity 4 (S4)A severity four (S4) issue is a general usage question or issue that may be cosmetic in nature or documentation related. Conga software works without any functional limitation.
Enhancement (ER)An enhancement request is a recommendation for future product enhancement or modification to add official support and documentation for unsupported, undocumented, or features that do not exist in the Conga software. Conga will take ERs into consideration in the product management process, but has no obligation to deliver enhancements based on any ER.

SUPPORT CONTACT INFORMATION AND HOURS:

support.getconga.com – Support Portal for case management, Knowledgebase, search and chat.
support@getconga.com – Email for case submission.

AMERICASEUROPE, MIDDLE EAST, & AFRICAASIA & PACIFIC
Monday – Friday
7:00am - 6:00pm Mountain Time
866.502.3334 (toll-free)
303.465.1616
Monday – Friday
7:00 - 18:00 London
+44 (0) 203 608 0165
Monday – Friday
7:00am - 6:00pm Sydney
+61 2 8417 2399
English & SpanishEnglish, French, GermanEnglish

After business hours, during holidays and weekends, Conga Customer Support is available via phone for Preferred Support customers who will receive an answer within an hour.

Please use the following phone numbers to submit a Case:

  • America’s: 1-888-887-8071
  • Europe, Middle East, and Africa: 44-800-0488-934
  • Asia and Pacific: 61-180-0891-325

Only Cases submitted by phone will be addressed per the SLA.

HOW TO CONTACT CONGA CUSTOMER SUPPORT:

When submitting a case to Conga Customer Support, please make sure to include the following information:

  • Contact Full Name
  • Company Name (Partners should indicate the company they’re working on behalf)
  • Email address
  • Phone number
  • Product name and version
  • Description of the problem
  • Severity of the problem based on the defined Severity Levels.

Web:

To submit a case to Conga Customer Support, or go to http://support.getconga.com/Reference/Submit_Case_Form and make sure to fill out all the required fields and provide all relevant information. This method of submission ensures the accuracy of the information you submit and allows for complete tracking of the case, with related comments and attachments.

After Hours Support:

After business hours, during holidays and weekends, Conga Customer Support is available via phone for Preferred Support customers who will receive an answer within an hour. Non-Preferred Support customers will receive an answer the following business day.

When Contacting Conga Customer Support On An Open Request:

When submitting a case, a case number is assigned. This number should be used when calling or emailing Conga regarding your case.

Resolution Procedures:

If at any time, you feel that you are not receiving a level of service that meets your expectations, you may ask to be contacted by Conga Customer Support Management. Every customer request receives direct management attention and consideration. Conga Customer Support is committed to ensuring excellent quality of support and customer satisfaction.

SCOPE OF COVERAGE
Covered• Implementation of new solutions
• Troubleshooting
• Questions about Conga products
Not Covered• Partners applications (Salesforce, Docusign, eSign, etc.)
• Undocumented features or functionalities
• JavaScript, APEX, etc

Download Data Sheet