Outreach Technical Support Offerings

Available to all Outreach customers.
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. When live assistance is needed, Support is available via web ticket.

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.

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.

• 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

• 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)

• 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)

P1

Critical

2 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

6 hours

3 hours

90 min

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

P3+

Moderate

12 hours

6 hours

3 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.

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.

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)

Mon-Fri

6 am-6 pm PT