Attention: Social Solutions is now Bonterra. Please bear with us as we update our screenshots to match our new name.
AU Support is available Monday - Friday 9:00 am AEST - 5:00 PM AEST
Our AU-support team will respond to all email cases within our standard SLA's. AU clients can open support tickets through the chat, community portal, or through email.
Important: The methods listed below are for questions specific to product support. For inquiries related to billing, sales, or account management—please visit Support.
Chat with us!
ANZ Chat Support is available!
Monday- Friday 1:00 pm to 4pm AEST*
Clicking this icon will open up the chat pop up
Click "Send us a message" to be connected with a Penelope support agent. During business hours, we generally respond within a few minutes.
You can always search our knowledge base for answers
Click "See all your conversations" to view any conversations you've had with the Penelope support team.
*hours subject to change, a notice will be posted if chat hours change.
Community Portal
Admins can login to the community http://socialsolutions.force.com/community/login
If you are an admin and do not have community access, email support at: penelope@bonterratech.com
All emails and community portal cases will be handled within our designated SLA.
All emails and community portal cases will be assigned a ticket number. All tickets should be specific to one issue. Separate issues should be submitted as separate tickets.
You can email Penelope support at this address: penelope@bonterratech.com
All emails and community portal cases will be handled within our designated SLA.
All emails and community portal cases will be assigned a ticket number. All tickets should be specific to one issue. Separate issues should be submitted as separate tickets.
Critical and Priority Issues
If the system is down and no one at your organization is able to access Penelope even though your Internet connection appears to be working as normal when accessing other websites, submit a Penelope Non-Responsive Ticket through the Community Portal. This is Critical Support.
If you cannot access the community portal, send us an email at penelope@bonterratech.com and add "Critical" or "Non-Responsive" to the subject line.
Additional Resources
For information about what items are considered technical support or professional services, please review the following guideline documents:
If you have any questions please do not hesitate to contact one of the support team using the methods listed above. We are here to help.