Together aims to offer high-quality support for our clients. For more information on the level of support you can expect included with your plan, please refer to the chart below:

Plan Support Model

Free

  • Self-serve resources
  • Documentation and Email support only, with no guaranteed response time
    • Support hours are M-F, 9 am-5 pm EST
    • Note: Together does not maintain an SLA/Response time target for organizations on the Free plan
Professional I & II
  • A scaled onboarding with a dedicated Implementation Manager!
  • 5 dedicated Customer Success team hours to assist with your program and any questions you might have
  • Email Support with a 24h SLA/response time commitment
  • Documentation & self-serve resources included from our Help Center
  • Integration(s) Email Support
Enterprise
  • A higher touch onboarding with your own dedicated Implementation Manager!
  • 20 dedicated Customer Success team hours to assist with your program and any questions you might have
  • Email Support with a 24h SLA/response time commitment
  • Documentation & self-serve resources included from our Help Center
  • Live + Email IT Support for Integration(s)

📞 How to Reach Us

You can contact your Together Support team through one of the below channels:

  • Self-Serve: Check out our Help Center. This is your guide on how to use Together Software, along with frequently asked questions for admins & users
  • Submit a ticket: Issue with the software or have a product request? Click here to submit a ticket, where one of our team members will respond as quickly as we can
  • Customer Success Rep: If your plan includes a dedicated Implementation Manager or Customer Success Manager, you can always reach out directly to them.
  • General Inquiries/Questions: When you contact Together Support, please share as much context and background information with us - what the issue is, steps you have taken so far, screenshots, etc. This will allow us to diagnose the situation better and direct you as best we can.

📞 Support Holidays

Together Support is not available during the following 2024 holidays:

  • New Year's Day: Jan 1, 2024
  • Family Day: Feb 19, 2024
  • Good Friday: March 29, 2024
  • Victoria Day: May 20, 2024
  • Canada Day: Jul 1, 2024
  • Labour Day: Sep 2, 2024
  • Thanksgiving Day: Oct 14, 2024
  • Christmas Day: Dec 25, 2024
  • Boxing Day: Dec 26, 2024

 

Have more questions? Submit a request here and let us know how we can help!

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