Technical Support

Surgient is committed to your success and wants you to derive maximum value from our products after the initial sale and deployment. We offer two packages to meet your annual support and maintenance needs, and we can also customize support offerings to best suit your organization’s needs. If you have any questions about our offerings or would like further details, please submit a sales inquiry or contact your Surgient sales representative at 1-877-787-4436.

Note: Surgient Standard Support is required for all licensed customers.

Feature Standard Support Premium Support
Hours of Operation 7am - 7pm U.S. Central Time
Monday through Friday
(Excluding U.S. Holidays)
24x7x365 for all Severity 1 Issues
Support Channels Telephone/Web/Email Telephone/Web/Email
Response Time 4 Business Hours (Severity 1)
8 Business Hours (Severity 2)
24 Business Hours (All Other Requests)
1 Hour (Severity 1)
4 Business Hours (Severity 2)
8 Business Hours (All Other Requests)
Authorized Contacts Up to 2 Up to 4
Number of Requests Unlimited Unlimited
Software Updates Access to Minor Releases Access to Minor Releases

Access Support Resources

Surgient Support provides a central point of contact for customers to report, track and resolve application incidents including access to software maintenance and release updates. Customers with maintenance and support agreements may contact Surgient Support using any of the following methods: