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 |
(PREMIUM*) Plus |
(PREMIUM*) Enterprise |
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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% |
*Talk to your AE to learn how to get Premium Support.
**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 |
2 hours |
1 hour |
30 min |
Production Down: |
P2 High |
6 hours |
3 hours |
90 min |
Production Impaired: |
P3+ Moderate |
12 hours |
6 hours |
3 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 materials, including the Knowledge Base, best practice guides, and links to additional resources like the Outreach Sales Hacker Community, Outreach University, 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
US |
UK |
CZ |
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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) |
New Years Day (January 1) Good Friday (Friday before Easter Sunday) Easter Monday (Monday after Easter Sunday) Early May Bank Holiday (first Monday in May) Kings Coronation Bank Holiday (May 8) Spring Bank Holiday (Last Monday in May) Summer Bank Holiday (Last Monday in August) Christmas Day (December 25) Boxing Day (December 26) |
New Years Day (January 1) Good Friday (Friday before Easter Sunday) Easter Monday (Monday after Easter Sunday) Labour Day (May 1) Victory Day (May 8) St. Cyril and St. Methodius Day (July 5) Jan Hus Day (July 6) Day of Czech Statehood (September 28) Czechoslovak independence Day (October 28) Freedom and Democracy Day (Nov 17) Christmas Eve (December 24) Christmas Day (December 25) 2nd Day of Christmas (December 26) |
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
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 |
Support Office Locations
- Seattle, WA (US)
- Atlanta, GA (US)
- London, UK
- Prague, CZ
- San Jose, Costa Rica
Additional Resources:
Outreach Technical Support Offerings (PDF)
Support & Service Level Agreement (PDF)