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Did you know Symbee offers an Enhanced Support Option?
Click here for more information about our Standard and Enhanced Support options.
We've got you covered!
You can reach us any time for support, by emailing us at support@symbee.co
When sending an email to support, please provide the following:
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Brief description of your issue in the subject line;
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Describe your issue in as much detail as possible;
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Your Symbee Connect Company Alias, Environment and Region;
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Your contact phone number if necessary.
A support ticket will be opened as soon as the email is received and you will be contacted by support.
Support Options
Standard Symbee Support
Support Cost:
Included in the Subscription Price of the Symbee Connect Solution.
Support Hours:
United States - 8am-8pm EST
International - Varies by region, country and if there is a Certified Partner in supporting that region.
Support Method:
Contact Symbee Support via the following methods:
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Support Form above
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Email at support@symbee.co
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Directly online from the Symbee Connect Administration Portal.
Support Response Times:
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P4 General Guidance < 2 Business Days
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P3 System Impaired < 1 Business Day
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P2 Production System Impaired < 4 Hours
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P1 Production System Down < 30 Minutes or Less
Support Resolution Times:
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P4 General Guidance < 3 Business Days
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P3 System Impaired < 1 Business Day
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P2 Production System Impaired < 8 Hours
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P1 Production System Down < 4 Hours
Customer Updates:
Provided via email initially within 1 business hour or less and then periodically until final issue resolution. This will depend on whether it is a Symbee issue or an AWS issue.
Symbee Service Level Agreement (SLA)
Symbee mirrors the Amazon Connect SLA. If you have had, or do have in the future, any issues that you feel warrant SLA credits, just reach out to sales@symbee.co and we can discuss.
Enhanced Symbee Support
Support Cost:
Enhanced Symbee Support (ESS) includes 24 by 7 support and optional Managed Services hours. ESS is customized to your needs and is purchased quarterly in advance.
Contact sales@symbee.co to discuss.
Support Definitions
General Guidance:
These are solution questions on features, standard configurations, and options around a deployed Symbee Connect solution. Symbee Support will identify the answer to the question and then direct the customer to the correct documentation as required or if needed explain the basic configuration. This is not intended to be Initial Deployment Support, that is a Paid Service.
System Impaired:
The Symbee Connect Solution as a software bug and/or a feature is not working correctly based on its intended operation. Symbee Support will identify the issue and then work with the Symbee Development Team to get an emergency bug deployed or give a timeline to resolution.
Customer Updates:
Provided via email initially within 2 hours and after that it will depend on final issue resolution.
Production System Impaired:
The Symbee Connect Solution is not down from an operational and/or function standpoint, but service is severely degraded for a feature and/or the service in a region globally. Symbee Support will identify the issue and then work with the Symbee Development Team remediate and fix the issue.
Customer Updates:
Provided via email initially within 1 hour or less and then every 4 hours until final issue resolution.
Production System Down:
The Symbee Connect Solution is in a System Down State from an operational and/or functional solution standpoint either for a customer, region and/or globally. This could be due to a direct Symbee issue and/or an AWS Service issue that is directly affecting the operation of Symbee Connect. Symbee Support will identify the issue and then work with the Symbee Development Team remediate and fix the issue if it is a Symbee issue. If it is an AWS issue, Symbee will update and monitor AWS issue status. Where a customer has deployed DR/HA Option, Symbee will work with the customer to make sure that the DR/HA is functioning.
Customer Updates: Provided via email initially within 1 hour or less and then every 2-4 hours until final issue resolution. This will depend on whether it is a Symbee issue or an AWS issue.