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Penelope Support Policies | Contacting Support
Penelope Support Policies | Contacting Support

How to contact support, submitting a ticket, getting support

Updated over a week ago

Contacting Customer Support

Support is available Monday - Friday, 8:00 AM to 8:00 PM EST. See our holiday calendar here.

Our AU Support team is available Monday - Friday, 9:00 am AEST - 5:00 PM AEST to handle Australian cases and any other critical case. More on AU Support here.

Penelope Chat - Our fastest form of contact!

Chat is available for all users inside the product. You can chat directly with one of our agents from the chat window. Please see this article for more details.

Community Portal

Community Users can log in to the Penelope Support Community and submit a ticket.


You can email support at this address:

Scheduled Calls

If you require additional support or would like to use your 1 hour of support consultation time, please open a ticket to schedule a call.

Please see our updated support packages for phone support questions.

Phone Line

Our inbound phone line is only available to customers on legacy support packages. Phone calls are limited to 30 minutes and are treated as discovery calls to diagnose errors or defects. Follow-up will be performed over email.

If you have an existing case number you can call support at: (866) 732-3560 ext. 2 (Support), then 2 again for Bonterra Support.

If your organization would benefit from longer, more tailored phone support, phone hours can be purchased! Please see our updated support packages and contact with inquires or your Customer Success Manager at If you have purchased additional phone hours, you can schedule a call by emailing or chatting in with support.

After-hours and Emergency Support

Critical cases are defined as follows: "Client’s production use of the Penelope Software is stopped or so severely impacted that no User can reasonably continue to use or access the Software." Critical requests have one or more of the following characteristics:

  • (a) data corruption

  • (b) Software hangs causing unacceptable delays or

  • (c) the Software is inaccessible to all Users. Target response time for Critical/Business Down cases will be 2 hour. More on case priorities here.

All the following actions will open a critical incident:

  • Open a critical priority support ticket in the support portal.

  • Email with the word "Critical" in the subject line.

  • Leave a voicemail on our emergency line at 1-469-874-0792 Ext. 3

Cases & Issues

When users contact Customer Support, a case will be entered into our Customer Relationship Management (CRM) system resulting in a unique case number. This case number will be given to the customer and will be left open until the inquiry is answered or the issue is resolved. Each time a user contacts Support with a different question or issue, a new case will be entered into the CRM system and the corresponding case number will be issued to the customer.

  • When you contact support, regardless of reason, we will log a Case.

  • When you email support, you will receive an automated email about the Case creation with the case number.

  • If you encounter what is determined to be a bug, we will log a defect and attach it to your Case so that you will be notified when the issue is resolved.

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 the support team using the methods listed above. We are here to help!

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