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AppDirect Support Overview

  • Updated

Click here to download an abbreviated two-pager version of this article.

Support Scope 

AppDirect provides technical support for cloud applications purchased through the AppDirect Marketplace. Our Help Center contains a variety of content, including provider-specific assets and Marketplace How-To tutorial videos, and can be used as an initial point of reference. 

Broadly defined, the scope of AppDirect Support is as follows:

  • General Marketplace inquiries and support
  • License, access, and user management requests for cloud applications
  • Admin technical support with managed escalation to the vendor, as needed
  • End user technical support is covered by our SmartSupport products (Google, Microsoft, and Premium)

AppDirect Support hours of operation are 24/7.

Engaging Support 

To submit a Support ticket, you can: 

  • Use our form
  • Email us at help@appdirect.com
  • Call us at 833-427-7762
  • Click the ‘Chat’ button at the bottom right of the page to start a live chat with an agent. You must be logged into the AppDirect Marketplace to do this.

To submit a Support ticket using our form, please follow the following steps:

  1. Log into the AppDirect Marketplace.
  2. Click on the My Apps icon next to the AppDirect logo.

  1. Click on the Support tile.
  2. To submit a new request, click Submit a Support Request.
  3. From the drop-down menu, select the Technical Support for my Cloud Apps form.
  4. To check the status of an existing request, click Requests.


Support Service Level Agreement

AppDirect Support categorizes all tickets based on urgency. If your request is urgent, or if an existing issue becomes urgent, please contact us via phone at 833-427-7762 so we can accurately understand the issue at hand and assign resources appropriately.

Below you will find our classification criteria for Support tickets:

Classification Criteria
Priority 1 Business Critical Failures: An error which prevents all useful work from being done by all users or which disables major functions from being performed by all users.
Priority 2 System Defect with Workaround: Either a critical error for which a work around exists or else a non-critical error that significantly affects the functionality of the product.
Priority 3 Benign Error: An isolated or benign error. This is an error which does not significantly affect the functionality of the product, disables only certain non-essential functions, and does not materially impact system performance.

AppDirect will follow the Response Protocols listed below until your issue is resolved.

Classification Acknowledgement Update
Priority 1 15 minutes > 1 hour Every 4 hours
Priority 2 2 hours Once per day
Priority 3 4 hours Once per week

 

Support Contact Expectations

  • To accelerate your request, here are helpful items to include when reaching out, especially through our form, email or chat avenues:
      • Callback phone number
      • Detailed description of the request or issue
      • Service status (e.g. Completely down, partially down, working but slow, etc.)
      • Any troubleshooting steps and results
      • Attachments or screenshots
  • Please submit one ticket per issue. If an existing issue becomes urgent, please call us to convey your need to escalate.
  • To ensure that your team is included on updates, please CC them on the initial request.
  • You may view your existing requests by clicking on My Requests.

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