Raising a Support Ticket
Need to raise a support ticket? Would like to learn more about our support services? Please see below to learn more.
Updated February 15, 2022

Strivacity Support Options

Strivacity offers you, our Customer, support services designed to meet your needs. We have two options, Standard or Premium Support, in order to provide the right level of support based on how you leverage our product.
Offering
Standard Support
Premium Support
Support Availability
12x5
24x7
Training Videos / Webinars
Yes
Yes
Product Documentation & Best Practices
Yes
Yes
Support SLAs
Standard Support SLAs
Premium Support SLAs
Methods to Open Tickets
Email, Support Website, Phone for Severity 1 Issues
Slack, Phone, Email, Support Website
Priority Ticket Handling (Online & Phone)
No
Yes
Administrator Training
Available as an Add-on ($)
Free 1-hour training for up to 3 Administrator(s)
Discount on Professional Services
N/A - No Discount
20% Discount
Named Technical Account Manager (TAM)
N/A
Included
Virtual Business Review
N/A
Quarterly
Named Contacts
Up to 2 named contacts
Up to 6 named contacts

Support Eligibility

In order to be eligible for our Standard Support offering, you must have a current subscription for our product. In order to be eligible for our Premium Support offering, you must have a current subscription for our product and a Premium Support subscription.
For all support offerings, our technical support team will be provided with read-only access to your environment in order to adequately triage and work tickets through resolution.
Support will be provided for the applicable term dates as defined in the order document.

Severity Level Definitions

Severity levels described below:
Severity Level
Description
Examples
Severity 1
Critical production issue affecting all users with no workaround available. End users are unable to log into any system or application integrated with Strivacity.
End users are unable to log into any system or application integrated with Strivacity Fusion. Strivacity Fusion is down and not accessible by any users (administrators and end users).
Severity 2
Major functionality is severely impaired. Although operations may continue in a restricted fashion, ability to use the product has been significantly impaired with no functional workaround possible.
End user is unable to use a subset of Strivacity Fusion features. Unable to access a subset of administrative features.
Severity 3
Partial outage, affecting a non-critical aspect of the functionality where a workaround exists or the functionality impacted is not critical.
A subset of users are unable to log into a system or application integrated with Strivacity Fusion. Issue is being seen intermittently and unable to reliably replicate the issue.
Severity 4
General usage questions or feature requests.
Documentation requests.
How-To questions.
Feature requests.

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 Service-Level Agreements (SLAs) as outlined below:
Severity Level
Standard Support First Response Time
Premium Support First Response Time
Severity 1
4 hours
1 hour
Severity 2
1 business day
2 hours
Severity 3
2 business days
2 hours
Severity 4
2 business days
8 hours

For Severity 1 issues, you must call the Support Center

The Telephone Support phone number is (844) 782-5486, Option 2.

For Severity 2, 3, or 4 issues, you should submit support tickets via email, our portal, or Slack

Email us at [email protected], open a ticket on our Support Portal, or send a message via your private Slack channel.
When you submit a request, you will be asked to provide your organization name, contact information, and details. Each support ticket will be assigned a unique ticket number.
Actual resolution time will depend on the nature of the ticket 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 tickets 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 available Monday through Friday during the hours of 9:00 AM to 6:00 PM ET, excluding US holidays, either by telephone, email, in accordance with the Service-Level Agreements (SLAs) as outlined below:
Severity Level
Standard Support First Response Time
Premium Support First Response Time
Severity 1
4 hours
1 hour
Severity 2
1 business day
2 hours
Severity 3
2 business days
2 hours
Severity 4
2 business days
8 hours

For Severity 1 issues, you must call the Support Center

The Telephone Support phone number is (844) 782-5486, Option 2.

For Severity 2, 3, or 4 issues, you should submit support tickets via email or via our portal

Email us at [email protected] or open a ticket on our Support Portal.
When you submit a request, you will be asked to provide your organization name, contact information, and details. Each support ticket will be assigned a unique ticket number.
Actual resolution time will depend on the nature of the ticket 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.