Contacting Customer Support
Support is available Monday - Friday, 8:00 AM to 8:00 PM EST. See our 2023 holiday calendar here.
Our AU Support team is available Monday - Friday, 9:00 am AEST - 5:00 PM AEST to handle Australian cases and any other critical case. More on AU Support here.
Penelope Chat - Our fastest form of contact!
Chat is available for all users inside the product. You can chat directly with one of our agents from the chat window. Please see this article for more details.
Community User can log in to the Penelope Support Community and submit a ticket
You can email support at this address: firstname.lastname@example.org
If you require additional support or would like to use your 1 hour of support consultation time, please open a ticket to schedule a call.
Please see our updated support packages for phone support questions.
Our inbound phone line is only available to customers on legacy support packages. Phone calls are limited to 30 minutes and are treated as discovery calls to diagnose errors or defects. Follow up will be performed over email.
If you have an existing case number you can call support at: (866) 732-3560 ext. 2 (Support), then 2 again for Penelope support.
If your organization would benefit from longer, more tailored phone support, phone hours can be purchased! Please see our updated support packages and contact email@example.com with inquires or your Customer Success Manager at CMfirstname.lastname@example.org. If you have purchased additional phone hours you can schedule a call by emailing or chatting in with support, see details here.
Afterhours and Emergency Support
Critical cases are defined as: Client’s production use of the Penelope Software is stopped or so severely impacted that no User can reasonably continue to use or access the Software. Critical requests have one or more of the following characteristics:
(a) data corruption
(b) Software hangs causing unacceptable delays or
(c) the Software is inaccessible to all Users. Target response time for Critical/Business Down cases will be 2 hour. More on case priorities here.
All the following actions will open a critical incident:
Open a critical priority support ticket in the support portal.
Email email@example.com with the word "Critical" in the subject line.
Leave a voicemail on our emergency line at 1-469-874-0792 Ext. 3