Check Your Level Of Support
The first thing you will want to do is ensure that you have a Support Package that includes call time. You can reach out to your Account Manager in order to verify or purchase a support package. If you do not know their direct email you can email AccountManagement@SocialSolutions.com for assistance! Premium Support Packages such as Silver or Gold come with support call time. To see the breakdown of each Support Package click here.
Note: If you have a Basic Support package, you will not be able to schedule a support call.
Scheduling the Call
You can schedule your call one of two ways:
- Use the chat feature
- Create a new email case
If you chat in to schedule the call, the case will be created and correspondence will continue through email.
Please bear in mind that Support cannot start a call at the time of the request, it is best to schedule your call 1-2 weeks in advance.
Support call hours do not roll over from month to month, so the time of the call is credited to the month it was scheduled in. Requests for a call on the last day of a month are credited to the month they are scheduled in, and will not count towards the previous month.
What we need from you:
- Provide 3 dates and time you are available for the call including your Time Zone (Support operates 7am-7pm CST)
- Provide a brief description of your issue and/or an agenda for what you would like to cover on the call. Giving us the exact report, form, or bulletin name as well as a direct link will be the most helpful so we can start troubleshooting your issue before the call. Bear in mind that Support is not able to train users on features, but can assist with the step by step construction as long as there is a concrete goal in mind.
Once we have this information, we will be able to schedule the call and potentially go over any quick fixes we identify from your initial materials. A link to the zoom meeting will be sent to you via email on the case.
Canceling or Rescheduling Your Call
Please let support know as soon as you need to reschedule the call and at least an hour in advance of the call itself. If there has been no correspondence to reschedule the call, we will consider the call a no show 15 minutes after the start time. There is no guarantee that the Support Specialist will be available to take the call if you show up at that 15 minute mark, it may still need to be rescheduled due to following appointments.