Free Tier 1 Support

All customers receive our free support package, which includes:

  • Unlimited access to the Penelope's Knowledge Base

  • 8 AM - 8 PM EST Chat and Email Support. More about how to contact support here.

  • 60 Cases (emails + chats) a year. This does not include tickets related to defect reports, network outages, or legacy browser setting support. Your account management team will contact you if you are at risk of exceeding your case limit.

  • 24-hour emergency line at 1-469-874-0792 Ext. 3 for use in the case that a client’s production use of the SSG Software is stopped or so severely impacted that no User can reasonably continue to use or access the SSG Software. This line is available every day from 8 PM Eastern - 8 AM.

Learn about support case priorities and SLAs here.

Learn about product development defect severities and SLAs here.

Learn about our Support Master Service Agreement and SLAs here.

Support Add-Ons

Your account manager is the well informed on all our support add-ons. Please reach out to them to learn which package might be best for your organization:

Phone Support | Tier 1 Support

Phone Support Blocks are intended to support clients who prefer prescheduled phone call sessions with the Tier 1 Support team. These phone calls last 30 minutes - 1 hour and are conducted by any member of the Tier 1 support team. More about Phone Support Block here.

Advanced Support Package

An Advanced Support Consultant (ASC) is a dedicated, subject-matter expert who partners with you. It is client-led consultation and provides one-on-one help.

Choose a block of support hours and work with your ASC to prioritize services that align to your objectives and needs. Consider the menu of services that include configuration services, reporting development, and utilization of best practices. Customization of packages is available as needed. Learn more here.

If you would like to learn more about any of the Support Add-On packages or you do not see a package that fits your need, please contact your account manager or simply reach out to:

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