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.

Chat with us!

ANZ Chat Support is available!

Monday 10:00 am - 2:00 pm AEST*

Tuesday - Friday 7:00 am - 2:00 pm AEST*

  1. Clicking this icon will open up the chat pop up

  2. Click "Send us a message" to be connected with an Penelope support agent. During business hours, we generally respond within a few minutes.

  3. You can always search our knowledge base for answers

  4. 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.

Email

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.

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