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Support Scope Guidelines for Engage Issues

Updated over 10 months ago

This series of documents is intended to help clarify the scope of support coverage for different areas of Penelope and add-on modules.

What kinds of things are:


Included in support packages

  • Making Engage and updates available for download and installation by your sufficiently knowledgeable IT team

  • Assisting in troubleshooting Engage-related errors after the system has been successfully setup and configured by your IT team.

  • Technical support for your agency (server down issues or errors generated by Engage)

Fall outside of support coverage

  • Troubleshooting your Engage installation

  • Dealing with configuration elements of your Outlook, network or server environment

  • Installation of Engage on self-hosted server

  • Technical support for your agency’s clients and their use of Engage

  • Trouble-shooting network issues relating to reverse proxy

  • Setting up DNS records for Engage server

  • Setting up SSL certificates for Engage server

Handled through Professional Services

Contact the Account Management team to discuss purchasing advanced and professional support services by visiting Support.

  • For self-hosted clients, the installation of Engage on your server (provided that we have appropriate connectivity, access rights/ permissions and Penelope’s system requirements are met)

  • IT assistance in setting up and configuring Engage to run in your environment

  • Getting the most out of Engage via our Engage Implementation Pathway

  • Installation assistance with Apache as reverse proxy

  • Generation of CSR and installation of generated certification once provided by client

  • Installation assistance with Apache as reverse proxy

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