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Gigya Customer Support

Gigya Customer Support is an established global organization with on-shore resources in the USA, UK, Israel, and Singapore, all working to ensure our customers receive prompt assistance from professional, experienced Support Engineers.

Our teams cover the Americas, EMEA and APAC regions using a follow-the-sun model to ensure no customer needs to wait for local offices to open to obtain help. We have a choice of Service Level to suit your business needs, all backed up with 24/7/365 emergency phone support.

Access to Customer Support is available via the Gigya Administration Console. Just click the Support tab to access our online customer portal.

Platinum Support

Choose between Standard Support or our Platinum Support offering. Platinum support brings Accelerated SLAs and access to a Support representative for Service Delivery meetings or Quarterly Business Reviews.

Platinum Support also allows for pre-scheduled calls with a Support Engineer to discuss problems or simply to seek advice on how to achieve a required result.

Standard Platinum
SLAs
Initial Response Updates Target Response
Initial Response Updates Target Response
P1 Emergency
1 hr 1 hr 6 hr
30 min 1 hr 2 hr
P2 High
8 hr 8 hr 24 hr
2 hr 4 hr 8 hr
P3 Normal
24 hr 24 hr 48 hr
12 hr 12 hr 24 hr
P4 Low
48 hr 24 hr 96 hr
24 hr 24 hr 48 hr
Package Contents
Email Support x x
24 x 7 x 365 Emergency Phone Support x x
Customer Support Portal x x
Self-Service Knowledge Base x x
Quarterly Support Reviews x
Scheduled Support Engineer Consultations x
Acccelerated SLAs x
Live Event Support Optional
(Additional Fee)

Platinum Support Services can be added to your Gigya Solution at any time. Please contact your Gigya Account Manager to discuss options and costs.

Knowledge

Gigya Customer Support adheres to the Knowledge Centered Support (KCS) methodology, meaning every customer interaction with us results in either an existing Knowledge Article being utilized or a new article being created. This ensures our Knowledge base contains current, updated, and relevant information to assist our Customers.

We encourage customers to leverage our knowledge by accessing the public knowledge base at knowledge.gigya.com.

As always, our Support team is still here to help if additional assistance is required.

Get Started

Live Event Support

Occasionally our customers may have critical events for which they would like additional support. These can be anything from large scale sporting events to retail promotions and campaigns. Any time where a high volume of traffic is directed to your site or application in a short period of time is a good candidate for Live Event Support. Prior to the event, Gigya will work with you to understand your traffic patterns, API usage, and load expectations. During the live event, a Gigya Support Engineer will be available on a conference call or in-person with your Service Delivery teams, reporting in real-time on API performance and providing immediate assistance if necessary.

This service is available to our Platinum Support customers. For more details please contact your Account Manager.

Meet us at

SAP Hybris Global Summit
Barcelona, Spain

October 17-19, 2017

View Event >