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.

Outside of business hours or on holidays you can open a critical case to get immediate support. See our 2022 holiday schedule here.

The best way to contact our team after-hours is by emailing us at penelope@bonterratech.com


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.

Social Solution defines a critical case as: 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. Critical requests have one or more of the following characteristics:

  • (a) data corruption,

  • (b) SSG Software hangs causing unacceptable delays or

  • (c) the SSG 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 penelope@bonterratech.com with the word "Critical" in the subject line.

Phone Call

Activate our critical support systems by leaving a voicemail at our critical support line at +1-469-874-0792 EX. 3.

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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