Support Policy

Several customers use Social&Care products and services, ranging from large enterprises to patient organizations or individuals. It’s natural for our customers to have different needs based on their growth goals and objectives. We address these various needs by focusing on product flexibility and extensibility through our deployment options and Marketplace Products. This flexibility extends also to our support model – we know that as you scale and experience growth in your Social&Care products, so do your needs for support.

We offer two kind of support depending of the volume of the users paired you have. Individual Support for families and individuals and Company Support for Companies, Entities and Organizations

Read on to learn more about our existing, new and updated support offerings.

Individual Support

Individual Support is coming in February 2018. Is the support we are offering for our individual customers and will be included with all Social&Care App and Smart Home products.

Our Individual Support Team will be available during AM business hours, 9AM-2PM, Monday through Friday. Select Support Team go thorough rigorous product and technical training – and they follow a consistent troubleshooting methodology, which will speed up communication with you and their understanding of the problem. They are knowledgeable about all Social&Care products and deployment options, and you’ll be able to rely on them to provide expert guidance and solutions for specific situations.

Individual Support Team will be located at our Facilities in Zaragoza, Spain, and operate during AM business hours. For production-impacting issues, you can expect a response from our team within 2 business hours, within 6 business hours for large business impacting issues, within 1 business day for moderate business impacting issues and within 2 business days for limited business impacting issues. We know that for the majority of our customers, resolution of their issue is more important than response time and this change will allow us to enhance your Individual Support experience.

Company Support, our highest level of support

Company Support is Social&Care’s account-level support offering and has been available since 2018. It covers unlimited tickets for all your Social&Care Products and provides 24/7 access to a team of dedicated senior support team for all issues, including planned downtime.

Our Company Support teams are made up of the most tenured support engineers and carers at Social&Care. To help establish familiarity with your account, Company Support engineers perform a thorough onboarding of your products, environments, and contacts. This includes an onboarding call, questionnaire, and analysis of current diagnostic information. Company Support engineers also perform application health checks to ensure your Social&Care products are running smoothly – and help you proactively address issues and gain insight into potential pitfalls.

With Company Support, 24/7 coverage for your account ensures smoother upgrades and rollouts. It includes our fastest coverage SLAs, inbound phone support, assistance with scheduled outages, and maintenance work to ensure your systems restart correctly. Our critical incident management process also includes 24-hour global warm handoffs and escalations.

Company Support includes coverage for all of your Social&Care Products. For teams who are using all Social&Care Product Suit, Company Support offers our highest level of support.


This information is also available in: Spanish