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Outreach Technical Support Offerings

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Joel
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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
 

Available to all Outreach customers.
Depending on issue severity, Support Tickets receive a response within 36 hours. For teams looking for a self-service support option, we provide access to Outreach University Courses, monthly ‘Best Practice’ webinars, and to our support portal with extensive documentation and technical resources.

Recommended for customers who need live chat support, on demand.
These support sessions can include screen share to help us troubleshoot issues together. You also have access to a pool of technical experts that can help fast track your ticket. Depending on issue severity, Support Tickets receive a response within 10 hours.

Recommended for global customers who require around the clock support.
Customers are connected with a team of support engineers that exclusively work with clients at this level. Support is
available via a ticket, live chat, or a phone call. Depending on issue severity, Support
Tickets receive a response within four hours. The Service Level Resolution targets are within 36 hours.

24/7 Resources
  • Availability Monitoring
  • Support Portal
  • Knowledge Base
  • Web Case Submission
  • Availability Monitoring
  • Support Portal
  • Knowledge Base
  • Web Case Submission
  • Availability Monitoring
  • Support Portal
  • Knowledge Base
  • Web Case Submission

Contact a Support Engineer
  • Regional Support
    Monday - Friday
  • Multi-Regional Support
    Monday - Friday
  • Live Chat
  • Screen Share Appointments
  • Language support: French,
    German, Spanish
  • Global Support
  • Live Chat
  • Screen Share Appointments
  • Language support: French,
    German, Spanish
  • Phone Case Submission
  • P1 Paging (24/7 on call support)
Upgraded Assistance —
  • Fast Track Response Routing*
  • Fast Track Response Routing*
  • Resolution SLT Targets*
  • Enterprise Support Engineers
  • Proactive Monitoring
  • Health Check 2x/year
  • Technical Account Manager 
    ($100k Support minimum spend)
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

P1

Critical

12 hours

1 hour

30 min

Production Down:
Outreach Services are not functioning, causing mission-critical business operations to be non-operational. No workaround available.

P2

High

24 hours

6 hours

90 min

Production Impaired:
Issue in the Outreach Services causing severely degraded performance,
or critical functionality is unavailable. No workaround available.

P3+

Moderate

36 hours

10 hours

4 hours

Minor issue:
Outreach features are not functioning in accordance with documentation but major features are working correctly; most business operations continue. Workaround is available.

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

P1

Critical

24 hours

Production Down:
Outreach Services are not functioning, causing mission-critical business operations to be non-operational.
No workaround available.

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:
Issue in the Outreach Services causing severely degraded performance, or critical functionality is unavailable.
No workaround available.

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
(APAC)

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)

Best Practices for Contacting Outreach Support

Outreach University

Sales Hacker Community (Outreach Peer-to-Peer Enablement)

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