Support where and how you need it.

Conga offers a variety of support plans, as described below

Customers should select a support plan based on desired availability and response time, solution complexity, and required support engagement.

	Self-Service	Base	Summit	Pinnacle
Conga Online Self-Service Support (Unlimited Knowledge Users)	Product doc & Conga video library Knowledge base & known issues Ask-a-question & customer forums	Product doc & Conga video library Knowledge base & known issues Ask-a-question & customer forums	Product doc & Conga video library Knowledge base & known issues Ask-a-question & customer forums	Product doc & Conga video library Knowledge base & known issues Ask-a-question & customer forums
Conga Support Admins* (access to submit cases)	1	2	5	10
Conga Case Initial Response Target	Sev 1-4: 2 business days	Sev 1: 4 business hours Sev 2-4: 1 business day	Sev 1: 2 hours Sev 2: 3 business hours Sev 3-4: 6 business hours	Sev 1: 1 hour Sev 2: 2 business hours Sev 3-4: 4 business hours
Case Submission	Online case submission and management	24/7 online case submission and management 24/5 inbound phone/chat support (Sun 6 pm to Friday 6 pm MST)	24/7 online case submission and management 24/5 inbound phone/chat support (Sun 6 pm to Friday 6 pm MST)	24/7 online case submission and management 24/5 inbound phone/chat support (Sun 6 pm to Friday 6 pm MST)
Weekend Support	NA	NA	Severity 1 Case Support (available customer admin required)	Severity 1 Case Support (available customer admin required) Phone support
Support Resources	Pooled Technical Support	Pooled Technical Support	Pooled Technical Support	24/7 pooled technical support Shared named support specialist (Customer business hours)**
Support Scope	Break-Fix Out-of-Box Functionality	Break-Fix Out-of-Box Functionality	Break-Fix Out-of-Box Functionality	Break-fix OOB and customization support Customization support not to exceed: Conga API supported up to 300 lines per case Conga callbacks supported up to 2000 lines per case
Ongoing Case Update	NA	Sev 1-2: 1 per week	Sev 1: 1 business day Sev 2-4: 1 per week	Sev 1: 1 per day Sev 2-4: 2 business days
Escalation Path	NA	Escalation button available: Sev 1: Immediately Sev 2-4: after 5 business days 1 escalation open at a time	Escalation button available: Sev 1: Immediately Sev 2-4: after 1 business day	Escalation button available: Sev 1: Immediately Sev 2-4: 1 business day After Escalation Button: Level 1: Director Escalation Level 2: Escalation Manager Level 3: VP Technical Support

*Additional Conga Support Admins may be purchased for an additional fee.

**Shared Named Support Specialist is reserved for Level 3 customers paying a minimum of $100,000 support fees per year.

Severity	Definition
S1 - Critical	Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.
S2 - Urgent	Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. Also includes time-sensitive requests such as requests for feature activation or a data export.
S3 - High	System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.
S4 - Medium	Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users.