Covered Audiences

Coalesce Support is extended to:

• Coalesce customers
• Registered partners
• Those engaged in an active proof of concept with the Coalesce team

Our initial response time targets for these audiences are below. While these are our stated targets, we strive to, and often do, respond more expediently.

• Urgent Requests*: 1 business hour
• All Other Requests: 1 business day

* An Urgent Request reports an issue that blocks achieving time-sensitive business critical deliverables. Issues flagged as Urgent will be looked at with higher priority by the Coalesce Support team. We encourage thoughtfulness when flagging an issue as urgent, as a trend of flagging issues as Urgent that do not meet the Urgent criteria could delay future responsiveness should a true Urgent issue arise for your organization.

Additional Audiences

We welcome trial users and others interested in Coalesce to open support requests, but do not commit to initial response time targets or extensive personalized support for these audiences. While we strive to respond to all requests expediently, these audiences are encouraged to make extensive use of the self-service resources provided in our Help Center.