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Services support
Services support
 

Support

Siterra Customer Support is available whenever you require assistance by phone or email. Siterra's mission is to support, encourage and empower our clients in their use of Siterra's products. We are committed to providing excellent, reliable and responsive support for our clients.

Service Level Agreement

Siterra provides each client with a signed contract of terms and conditions that outline a specific understanding about its support services, priorities and responsibilities. Siterra additionally goes the extra mile to exceed client satisfaction.

Customer support plans

A summary of the different levels of support that Siterra provides is below:

  Platinum Gold Silver
Support Level Tier 1 support for all users Tier 2 support for all client personnel Tier 2 support for two designated client personnel
Phone and Email Support 24/7 6am-6pm
Monday-Friday
(Pacific Time)
6am-6pm
Monday-Friday
(Pacific Time)
Query Acknowledgement 30 minutes 2 hours 24 hours
Query Response 2 hours 8 hours 24 hours

 

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