Outreach Technical Support Offerings

Objective

Outreach Support provides tailored offerings to ensure your team has the support you need, when you need it. Learn all about them below.

Applies To

• Outreach Users

Support Plans

Whether you’ve been an Outreach user for years, or this is your first time with Outreach as part of your toolkit, everyone needs help from time to time. Our Technical 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.

*Ask your AE on how you can add Premier or Elite offering to your account. 

**See SLT Table below.

Service Level Targets¹ (SLT): Initial Response²

Cases Opened with Technical Support by Customers

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.

Technical Account Manager: Your Personalized Technical Support Resource

A Technical Account Manager (TAM) is a high-touch and designated Enterprise Technical Support resource focused on your organization. TAMs have deepened knowledge about the customer
environment in order to provide a personalized technical support experience. TAMs are responsible for the overall technical health of their assigned customers.

Technical Account Manager Offerings

• Expert Case Reviews: Provide context about org instances and usage to frontline
  members of the Enterprise Technical Support team for an enhanced support experience.
• Proactive Case Monitoring: Analyze trends and monitor open cases to identify and
  mitigate issues before they escalate.
• Ownership of Support Requests: Resolve time-sensitive technical support issues in
  partnership with the Enterprise Technical Support team.
• Documentation of Configurations: Ensure shared understanding of customer context.
• Impact Assessments: Anticipate the impact of feature releases on existing use cases.
• Feature Enhancement: Advocacy Understand customer problems and how features can
  create value. Share requirements and priorities with cross-functional teams.
• Office Hours: Support end users by answering their technical troubleshooting questions.
• Technical Issue Escalations: Raise and monitor large-scale issues that may affect
  business processes.
• Ongoing Business & Service Reviews: Aggregate and report on key support metrics,
  trend analyses, and opportunities for optimization or improvement.
• Ongoing Technical Health Reviews: Identify opportunities for enablement, including
  through Sync Analysis, Voice Analysis, and technical account deliverables.

Customer engagement: Working with a TAM

Note: Questions about contracts or licenses should be directed to your Customer Success Manager or Account Executive.

• Meeting weekly to discuss open tickets and business needs. Scheduled by TAM.
• Logging a P1/P2 support ticket in the customer portal. Include your TAM on your ticket.
• Preparing for a feature update or launch. Email your TAM with questions.
• Scheduling a business review. Request time with your TAM by email.
• Providing additional go-live support for end users. Share requirements with your TAM.
• Prioritizing escalated support tickets or feature requests. Coordinate with your TAM.

Support Contact Information and Hours

Self Service Resources

Support Portal (support.outreach.io)

Use the Support Portal to submit support requests, review case status, and browse materials, including the Knowledge Base, best practice guides, and links to additional resources like the Outreach University, Success Center, and our Webinar Library.

In Outreach Application

Connect with Technical Resources via live chat or phone call (access based on Support Plan) directly from Outreach.

Support Observed Holidays

^{Note: US and UK holidays may be observed on the preceding or subsequent business day if they happen to fall on a weekend in a given year.}

Support Regions & Hours of Operation

Monday-Friday, excluding holidays.

Basic: Regional Support

Plus: Multi-Regional Support

Enterprise: Global Support

Additional Information

Outreach Technical Support Offerings (PDF)

Best Practices for Contacting Outreach Support

Outreach University