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Penelope Support Policies | Critical After Hours Support
Penelope Support Policies | Critical After Hours Support
Updated over a week ago

After Hours Support

Penelope Support is available Monday - Friday from 8 AM - 8 PM EST. During business hours you can chat in, open a portal ticket, or email our team - Please always check the message posted on chat to confirm it's online and with proper coverage as time for chat is different.

Outside of business hours or on holidays you can open a critical case to get immediate support. See our holiday schedule here.

The best way to contact our team after-hours is by emailing us at

Defining Critical Support (Penelope Non-Responsive)

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. This is Critical Support.

Please do not use this ticket type if you have forgotten your password and that is the reason you cannot access Penelope. If that is the situation please use the Technical Support type.

Penelope defines a critical case as: Client’s production use of the 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 priorities here.

How to Submit a Penelope Non-Responsive Ticket

Emailing Support

If you cannot access the community and you are experiencing a critical event after hours, please send an email to with the word "Critical" in the subject line.

Using the Community to Open a Critical Case

  1. To submit a ticket, login as a Community User to the Penelope Support Community.

2. Create a Case

3. Type and Category = Penelope Non-Responsive (All Users)

4. Submit the ticket and it will be triaged and responded to by an agent.

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