Our Support Team is a 24/6 operation Sunday - Friday and is open from 8am-5:00pm EST on Saturdays (excluding major US holidays).
You can contact us by:
1. Speak with our Virtual Agent
For self service abilities the quickest way to get how to assistance is by speaking with our Virtual Support Agent ASTRO by chatting directly through our Support Widget.
Our Support Widget is available in Product, on our Community Page, within our Documentation Center and Support Portal.
In Product:
Log in to your Syncro account.
Navigate to the Resource Center (found in the bottom right hand menu).
Click Chat with Support.
You can start your conversation with out Virtual Agent and if needing additional Support assistance select the option speak with Agent.
2. Submit a Support Ticket
The quickest way to get in touch with our Support Team is by submitting a ticket directly through our portal.
Steps to Submit a Ticket:
Log in to your Syncro account.
Navigate to the Resource Center (found in the bottom right hand menu).
Click Submit a Request or Contact Support.
Fill out the form with the following details:
Subject/Title: A brief summary of your issue.
Description: Provide as much detail as possible, including any relevant screenshots, error messages, or steps to reproduce the issue.
Priority Level: Select the urgency of your request.
Click Submit.
Once submitted, you’ll receive an email confirmation, and our team will begin working on your request.
3. Use the Live Chat Feature
For quick questions, you can use our live chat feature available within the Syncro platform.
How to Access Live Chat:
Click the Chat Icon located in the bottom-right corner of your Syncro dashboard.
Type your question, and one of our Support Representatives will assist you in real-time.
Live chat is available during our standard support hours.
4. Email Us Directly
If you prefer email, you can contact us at: [email protected]
Please include as much information as possible to help us address your concern efficiently. Your email will automatically open a Support Ticket for your records. Cases submitted through Email will automatically default to Standard Priority.
5. Search the Knowledge Base
Many questions can be answered instantly by exploring our comprehensive Knowledge Base and speaking with our Virtual Agent ASTRO.
Visit the Syncro Documentation Center to access step-by-step guides, FAQs, and troubleshooting tips.
6. Call Our Support Line
For urgent issues, you may reach us by phone at:
Syncro:
Toll Free: 1-844-796-2766
US: 1-415-523-6363
UK: +441134713301
Phone support is available during our standard support hours.
What to Expect After You Reach Out
Response Time: Our team strives to respond to all inquiries as quickly as possible.
Understanding Ticket Prioritization:
The following is a breakdown of the 4 priority types a case could be categorized into.
Syncro Support Initial Response Time Operational Goals
Issue Priority | Description | Initial Response Time | Suggested Support Channel |
Urgent | Outages and critical impact to business with no workaround | 1 Hour | Chat, Phone |
High | Significant impact to business with workaround or subcomponents / features unavailable with significant impact to business | 3 Hours | Portal, Chat, Phone |
Medium | Partial impact, non-critical impact to business. Work function is impaired. Essential Operations can continue. | 6 Hours | Portal, Chat, Phone |
Standard | General questions and issues that are not time sensitive | 8 Hours | Portal, Email |
Understanding Ticket Statuses:
The following is to breakdown each of the possible Ticket Statuses a ticket could go through for its life cycle. This graph also provides the ongoing communication operational goals that are set for each status.
Status: | Definition/ Use Case: | Communication Expectation: |
New | New case created and received by Support. | Review case priority level and follow Initial Response Time Expectations based on priority. (See Above) |
Open | Case is actively open needing Support action to be taken. It could be that a partner replied and is looking for a response, or the Engineering Case was updated and partner needs updated. Action is owed by Support to provide a partner-facing update. | Open cases are expected to receive a partner-facing update every 24 business Hours. |
Pending Customer Response | A reply has been sent to the partner and Support has determined it needs answers from the partner to move forward. | No further support action required. This status is set up to automatically close in 10 calendar days. |
Support Investigating | Support Team requires additional time for specific tasks related to troubleshooting. For example: | Cases within Support Investigating are expected to receive a partner-facing update every 2 business days. |
Pending Engineering | Case is associated with a confirmed JIRA that is in progress. | Engineering-tied backlog communication is owned by the Triage Team. Once the JIRA case has been triaged, partner-facing communications will be provided on next stages. When the JIRA is resolved or closed, the case will pop back into Open status. See Open status for requirements. |
Solution Proposed | The solution has been provided to the user through a partner-facing communication. Action is owed by the Partner. | No further support action required. This status is set up to automatically close in 2 calendar days. |
Closed | Case is officially closed. All actions of the case have been resolved. Either the user confirmed resolution and closed the case, or it was automatically closed due to Solution Proposed or Pending Customer Response process. | No further action required. |
Thank you for trusting Syncro! We're here to help you every step of the way.