Raising a Support Case
Need to raise a support case? Would like to learn more about our support services? Please see below to learn more.

Strivacity Premium Support Services

Premium support services are available 24 hours per day, Monday through Sunday, including US holidays, either by telephone, email, or private Slack channel, in accordance with the severity levels described below:
Severity Level
Description and Examples
Priority 1 - High
Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available. A Strivacity Representative will use commercially reasonable efforts to call or e-mail the customer representative within one (1) hour of the case being raised.
Priority 2 - Low
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation, or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonably practicable. A Strivacity Representative will use commercially reasonable efforts to call or e-mail the customer representative within two (2) hours of the case being raised.

For Priority 1 issues, you must call the Support Center

The Telephone Support phone number is (844) 782-5486

For Priority 2 issues, you should submit cases via email or Slack

Email us at [email protected], send a message via your private Slack channel.
Upon case submission, you will be asked to provide your organization name, contact information and case details, and each case will be assigned a unique case number.
Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in Strivacity’s reasonable determination. Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis.

Technical Account Management

Premium Support Services includes a named Technical Account Manager (TAM). This Strivacity representative will be generally available during the hours of 9:00 a.m. to 6:00 p.m. EST, Monday through Friday, excluding US holidays, either by telephone, email, or private Slack channel.
The TAM is available to assist Customer Help Desk with any Strivacity related queries, assist with architecture, deployment, best practices, and integration. The TAM will also act as an escalation path for support cases and as a liaison to Strivacity Product Management and Engineering on behalf of the Customer. The TAM will also be available to provide any informal training and knowledge transfer as required.

Strivacity Standard Support Services

Strivacity Standard Support Services are generally available during the hours of 9:00 a.m. to 6:00 p.m. EST, Monday through Friday, excluding US holidays, either by telephone, email, or private Slack channel, in accordance with the severity levels described below
Severity Level
Description and Examples
Priority 1 - High
Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available. A Strivacity Representative will use commercially reasonable efforts to call or e-mail the customer representative within four (4) hours of the case being raised.
Priority 2 - Low
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation, or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonably practicable. A Strivacity Representative will use commercially reasonable efforts to call or e-mail the customer representative within six (6) hours of the case being raised.

For Priority 1 issues, Customer Help Desk must call the Support Center

The Telephone Support phone number is (888) 309-7918

For Priority 2 issues, Customer Help Desk should submit cases via email or Slack

Email us at [email protected], send a message via your private Slack channel.
Upon case submission, you will be asked to provide your organization name, contact information and case details, and each case will be assigned a unique case number.
Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in Strivacity’s reasonable determination. Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis.
Last modified 7d ago