Support Availability

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For information on how to contact Support, please refer to the Contact Support article.

Support Hours

Support is available a minimum of 8 hours per day, 5 days per week (M-F) with the exception of office closures. 

Additional support is available depending on your subscription. Foundation Support has just the minimum 8 hours, Advanced Support is available 12 hours per day, and Global Support is available 16 hours per day. The chart below provides the hours for a few example time zones:

  IST UK Eastern Central Pacific
Foundation 7:30pm - 3:30am 2pm - 10pm 9am - 5pm 8am - 4pm 6am - 2pm
Advanced 6:30pm - 6:30am 1pm - 1am 8am - 8pm 7am - 7pm 5am - 5pm
Global 2:30pm - 6:30am 9am - 1am 4am - 8pm 3am - 7pm 1am - 5pm

 

24x7 Support for P0/P1 Incidents

P0 and P1 refer to "complete outage", as in one or more parts of our platform are completely unavailable. For example, no one is able to sign in or a page in Studio fails to load for all users.

Customers with the Advanced Support and Global Support can report P0/P1 incidents by phone at  +1-888-674-1158 (US Toll-Free, fees may apply to international calls) or +44 20 8629 1268 (local UK rates). Customers call this number and leave a voicemail describing their P0/P1 incident and an alert is triggered (24 hrs a day, 365 days a year) to an on-call team that is set up to respond per the defined P0/P1 SLA. 

SocialChorus Office Closures 2021

Date

Occasion

Support Availability

Fri Jan 01

New Year's Day (International)

P0/P1 Support Only

Fri Jan 15

SC Distancing Day*

P0/P1 Support Only

Mon Jan 18

Martin Luther King Jr. Day (US)

P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT

Fri Feb 12

SC Distancing Day*

P0/P1 Support Only

Mon Feb 15

President's Day (US)

P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT

Fri Mar 12

SC Distancing Day*

P0/P1 Support Only

Fri Apr 02

Good Friday (UK)

P0/P1 Support with limited hours for non-P0/P1: 6am-6pm PT

Mon Apr 05

Easter Monday (UK)

P0/P1 Support with limited hours for non-P0/P1: 6am-6pm PT

Mon May 03

Early May Bank Holiday (UK)

P0/P1 Support with limited hours for non-P0/P1: 6am-6pm PT

Mon May 31

Memorial Day (US) &
May Bank Holiday (UK)

P0/P1 Support Only

Fri Jul 03

Independence Day (US)

P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT

Mon Aug 30

Summer Bank Holiday (UK)

P0/P1 Support with limited hours for non-P0/P1: 6am-6pm PT

Mon Sep 06

Labor Day (US)

P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT

Thu-Fri Nov 25-26

Thanksgiving (US)

P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT

Fri Dec 24

Christmas Day (US Observed)

P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT

Mon Dec 27 - 28

Christmas Day & Boxing Day (UK Substitute)

P0/P1 Support with limited hours for non-P0/P1: 6am-6pm PT

Fri Dec 31

New Year's Day (US Observed)

P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT

*SC (SocialChorus) Distancing Day is a monthly office closure during the 2020-2021 year to help support our staff. The closure is effective for all offices.

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