Objective
Outreach Support provides tailored offerings to ensure your team has the support you need, when you need it. Learn all about them below.
Intended Audience:
- Outreach Users
Support Plans
Whether you’ve been an Outreach user for years, or this is your first time around the sun with Outreach as part of your toolkit, everyone needs help from time to time. Our Customer Support team draws on our diverse backgrounds to meet you where you are. We listen carefully, provide customized support, and offer collaborative solutions that meet your needs.
Basic |
Plus Cost: +10% of ARR |
Enterprise Cost: +20% of ARR |
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Available to all Outreach customers. |
Recommended for customers who need live chat support, on demand. |
Recommended for global customers who require around the clock support. |
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24/7 Resources |
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Contact a Support Engineer |
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Upgraded Assistance | — |
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Availability Commitment | — | Guaranteed Uptime 99.9% |
Guaranteed Uptime 99.9% |
*See SLT Tables below.
Service Level Targets1 (SLT): Initial Response2
Cases Opened with Technical Support by Customers
Priority | Basic | Plus | Enterprise | Priority Definition |
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P1 Critical |
12 hours |
1 hour |
30 min |
Production Down: |
P2 High |
24 hours |
6 hours |
90 min |
Production Impaired: |
P3+ Moderate |
36 hours |
10 hours |
4 hours |
Minor issue: |
1Service Level Targets are not Service Level Agreements — there will be no financial penalties if targets are not achieved. This target is combined across all channels available to customer (Online case submissions, phone, chat).
2Initial Response means support will look at the issue and send a forward progressing response that will affect resolution but may not fully resolve the customer issue.
Service Level Targets1 (SLT): Resolution Target
Cases Opened with Technical Support by Customers
Priority |
Enterprise |
Priority Definition |
Resolution Definition |
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P1 Critical |
24 hours |
Production Down: |
Work continues around the clock for the restoration of service or the provision of a workaround to continue business function. |
P2 High |
72 hours |
Production Impaired: |
Work has resulted in restored functionality or a fix scheduled for release, or further resolution is required from the customer. |
1Service Level Targets are not Service Level Agreements — there will be no financial penalties if targets are not achieved. This target is combined across all channels available to customer (Online case submissions, phone, chat).
Support Contact Information and Hours
Self Service Resources
Support.Outreach.io
Use the Support Portal to submit support requests, review case status, and browse resources, including the Knowledge Base, News & Alerts, and Featured Tips.
In Outreach Application
Connect with Technical Resources via live chat or phone call (access based on Support Plan) directly from Outreach.
Engineer Observed Holidays (US)
New Year’s Day (January 1)
Martin Luther King Jr. Day (third Monday of January)
Memorial Day (last Monday in May)
Juneteenth (June 19)
Independence Day (July 4)
Labor Day (first Monday in September)
Thanksgiving (fourth Thursday in November)
Day after Thanksgiving (November)
Christmas Eve (December 24)
Christmas Day (December 25)
Support Regions & Hours of Operation
Monday-Friday, excluding holidays.
Basic: Regional Support
Plus: Multi-Regional Support
Enterprise: Global Support
Americas | Europe, Middle East & Africa (EMEA) |
ANZ & Asia |
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Mon-Fri 6 am-6 pm PT |
Mon-Fri 8 am-5 pm GMT |
Mon-Fri 9 am-6 pm Aus ET |
Additional Resources:
Outreach Technical Support Offerings (PDF)