Support Services

Enhanced Support is designed to guide the customer through application use questions. The Enhanced Support plan assures unlimited email inquiries with response in one (1) or less business days, and unlimited priority phone queue during business hours, and online chat.

 

Standard Support services include unlimited phone and email inquiries throughout your first 30 days of service in order to best assure your rollout success.   After the initial 30-day period, your standard support plan is via email inquiry (5 per month) to consult and guide through your application use questions. The Standard Support plan assures an email response in three (3) or fewer business days.

Customer Care business hours are from 6:00am to 5:00pm PT, Monday through Friday excluding U.S. holidays. We can be reached in the following ways:

 

Email Customer Care at: support@contactual.com

Phone Customer Care by dialing 866.975.2273. If you experience any difficulty connecting to this number, dial 866.975.9111.

Customer Care provides 24 x 365 support for service disruption issues caused by the OnDemand Contact Center infrastructure. If your call is placed during non-standard business hours, and the cause of the call is determined to be outside our application infrastructure, a charge of $150 to $250 per hour may apply. You can reach afterhours support at 866 975 2273. If you experience any difficulty connecting to this number, dial  866 975 9111. 

 

Please visit Contactual Production Systems Service Status page before calling about a service disruption.  Share this link with all of your OnDemand Contact Center users.