Support

Premium Support for Business Edition

• How can Syncplicity Premium Support help you?

  Syncplicity Premium Support is here to help you manage all the technical issues that may arise from introducing Syncplicity into your organization. In additional to priority email support, Premium Support users have telephone access to technical staff Monday-Friday between the hours of 7:00 a.m. and 7:00 p.m. PST.

• How much does it cost?

  Premium Support may be purchased for $45 per month for the first 3 users (one Business Edition Base Package) and $5 per month for each additional user purchased for the Business Edition account.

• Who can Contact Syncplicity Premium Support?

  Syncplicity is dedicated to success in all levels of your organization, so we are available to all registered Syncplicity users at your company. However, for privacy related issues like password resets, account information, or restorations, we will need to work with the primary account owner.

• What are the response times for support issues?

  Syncplicity premium support will respond to all support cases within 60 minutes Monday - Friday, 7am - 7pm PST, except for the following holidays, which are excluded: January 1st, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and December 25th.

• How does Syncplicity support resolve my issues?

  The Syncplicity support team will work with you to troubleshoot and triage questions about the Syncplicity service as quickly as possible. More advanced cases may need to be escalated for additional troubleshooting and may require additional time to resolve. If a user does not respond back to us on a reported issue we are working to resolve within 4 days, it will be considered closed. However, the customer may re-open the support case should the issue reoccur.